Head of Digital and Scaled Customer Success
Core
Lead automated, data-driven programs to retain, engage, and grow large groups of smaller-tier SaaS customers using tech-touch strategies and AI-powered engagement plays.
Role type
Senior leadership Customer Success (Digital & Scaled)
Builds
Self-serve onboarding, lifecycle communications, in-product nudges, and AI-driven engagement plays for enterprise customers.
Domain
SaaS / Customer Success / Digital Transformation
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success leadership, digital strategy definition, AI tool adoption, metrics framework establishment, data-driven experimentation, cross-functional partnership, team leadership
Preferred skills
Experience scaling regional organizations, advisor role for complex customer issues, mentoring high-performing teams
Technologies
AI tools, digital engagement platforms, instrumentation tools
Responsibilities
Define and own scale & digital CS strategy; Design digital success programs; Build AI-powered engagement plays; Accelerate customer time-to-value; Establish metrics frameworks; Drive data-informed experimentation; Lead cross-functional vision
Seniority
Senior, hands-on IC with strategic leadership scope
