Customer Success Lead, Digital & Scaled Programs (Remote)

This is a Fully Remote Job About Our Client:The organization operates in the data privacy and compliance software industry, addressing challenges companies face in responsibly collecting, controlling, and activating data in the AI era. It offers a Data Permissioning Platform that simplifies privacy and consent operations, enhances revenue from advertising, data, and AI initiatives, and builds trust with customers and partners by governing data usage comprehensively across enterprise systems. About the Opportunity:The CUSTOMER SUCCESS LEAD, DIGITAL & SCALED PROGRAMS is responsible for developing and managing scalable success programs that help customers maximize the benefits of the platform, support growth, and minimize risk. This role drives customer engagement through behavior and usage signals to reduce churn, support renewals, and identify expansion opportunities, contributing directly to customer retention and revenue growth. Responsibilities:Develop and execute lifecycle-driven success-at-scale programs.Collaborate with CX Operations to translate customer signals into actionable playbooks and communications.Monitor and address churn and renewal risks proactively.Engage customers through multiple channels to build upsell pipelines.Serve as the main contact for customer escalations, coordinating with Product, Engineering, and Sales teams.Manage core program operations including business reviews, account management, retraining, and reporting.Create and deliver scalable training content such as webinars.Measure program impact using net revenue retention and customer advocacy metrics. Requirements:Minimum 5 years in Customer Success or related roles within B2B SaaS.Experience with scalable customer engagement models (2+ years).Proficiency with AI tools for data-driven customer engagement.Hands-on experience with HubSpot or similar marketing automation platforms.Ability to work within a matrix organization and influence cross-functional teams.Preferred experience in data privacy, governance, or compliance.Must be based in a major US hub city.Fluent English; additional language skills a plus.Authorized to work in the US.Bachelor's degree required. Pay Range and Compensation Package:The US base salary range is $150,000 to $175,000 plus bonus, equity, and benefits. Benefits & Perks:Competitive medical, dental, and vision coverage with premiums fully covered for US-based full-time employees.Unlimited PTO with encouragement to take at least 15 days annually.Ten paid company holidays.Paid parental leave.Remote-friendly with flexible scheduling.Commuter benefits for office-based employees. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.