Director, Scaled Customer Success Full Time

This leadership role offers the opportunity to shape and scale a high-impact customer success organization focused on driving retention, adoption, and expansion across a large commercial and mid-market customer base. The position combines strategic leadership, operational excellence, and digital transformation to deliver customer engagement at scale through data-driven processes and automation. You will play a key role in designing customer lifecycle strategies, optimizing coverage models, and leveraging AI-powered workflows to improve both customer outcomes and team efficiency. Working in a fast-paced and collaborative environment, you will partner closely with cross-functional teams to align customer success initiatives with broader revenue growth objectives. This role is ideal for a forward-thinking customer success leader passionate about operational scalability, digital engagement, and delivering measurable business impact. The environment encourages innovation, inclusivity, and long-term growth while empowering leaders to build and develop high-performing teams.

Accountabilities

• Own and drive gross revenue retention (GRR) and net revenue retention (NRR) outcomes across commercial and mid-market customer segments.
• Develop and execute scalable customer success strategies focused on onboarding, adoption, renewal, and expansion throughout the customer lifecycle.
• Design and optimize customer segmentation frameworks based on factors such as ARR, customer complexity, lifecycle stage, and product adoption.
• Build and manage scalable coverage models, including high-touch, pooled, and digital engagement approaches.
• Implement and optimize customer engagement workflows using CRM systems, customer success platforms, marketing automation tools, and AI-driven solutions.
• Partner closely with Sales and cross-functional teams to create structured expansion motions and improve customer growth opportunities.
• Lead initiatives leveraging automation and AI for risk detection, customer coaching, operational efficiency, and proactive engagement.
• Monitor forecasting, operational metrics, productivity, and customer health indicators to drive continuous improvement and business performance.
• Hire, mentor, and lead a high-performing and inclusive customer success organization aligned with strong collaboration and customer-centric values.
• Foster a culture of innovation, accountability, and continuous learning while supporting scalable global growth initiatives.

Requirements

• 8+ years of experience in Customer Success, Account Management, or related go-to-market leadership roles.
• Minimum of 5 years of leadership experience managing customer-facing teams in high-growth or technology-driven environments.
• Proven success managing commercial or mid-market customer segments at scale.
• Strong track record of achieving and improving retention, expansion, and customer growth metrics including GRR and NRR.
• Demonstrated expertise in designing scalable customer success models and digital engagement strategies.
• Strong operational and analytical capabilities, including forecasting, segmentation, productivity analysis, and customer lifecycle management.
• Experience with customer success platforms, CRM systems, marketing automation tools, and AI-enabled workflow solutions.
• Excellent leadership, communication, stakeholder management, and cross-functional collaboration skills.
• Ability to drive organizational change, optimize operational processes, and lead customer-centric transformation initiatives.
• Experience implementing AI-driven programs that improve customer experience and operational efficiency is highly preferred.
• Strong alignment with collaborative, growth-oriented, and inclusive work environments.

Benefits

• Competitive annual on-target earnings ranging from $132,160 to $188,800 USD depending on location and experience
• Performance-based bonus and variable compensation opportunities
• Equity opportunities within a high-growth publicly traded organization for eligible roles
• Flexible remote work model with support for remote, hybrid, or office-based work arrangements
• Comprehensive medical, dental, and health coverage plans
• Generous parental leave and wellness support programs
• Professional development stipend and ongoing learning opportunities
• Inclusive and collaborative workplace culture focused on long-term career growth
• Opportunity to work on innovative AI-driven customer engagement and operational transformation initiatives
• Strong focus on employee empowerment, flexibility, and impact-driven leadership.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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