Director, Global Scaled CS
Core
Lead a global Customer Success team to support, retain, and grow the commercial base using a digital-first, automated 'one-to-many' approach.
Role type
Director, Scaled Customer Success
Builds
End-to-end digital customer lifecycles, automated onboarding/adoption paths, and self-service content hubs.
Domain
SaaS / API Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Global team leadership, scaled CS strategy design, digital journey automation, AI-driven workflow implementation, data-driven forecasting, churn prevention
Preferred skills
Technical Account Management (TAM) experience, API management knowledge, microservices/cloud infrastructure familiarity, CS platform expertise (Gainsight, Totango, ChurnZero)
Technologies
Gainsight, Totango, ChurnZero
Responsibilities
Lead a global team of CSMs, design low-touch scalable CS strategies, build automated digital lifecycles, implement AI tools for personalized experiences, create self-service content, monitor customer health to prevent churn, partner on strategic forecasting
Seniority
Director, global leadership
