Director, Scaled Customer Success - (Plano/Austin)

Responsibilities

• Design and deploy AI-driven playbooks that automate routine success motions, including onboarding, product engagement and adoption, health checks, while maintaining a personalized feel.
• Predictive churn modeling: integrate predictive AI models that identify 'at-risk' signals before they become churn realities.
• Partner with the success team to oversee the creation of dynamic, AI-generated campaigns and automated email flows tailored to specific personas and behaviors.
• Build end-to-end digital journeys that guide customers from initial implementation to 'value realization' without requiring a dedicated CSM.
• Lead strategy for in-product messaging and self-service capabilities to resolve queries and drive feature adoption.
• Partner with IT and Product teams to ensure seamless deployment and adoption of the Customer Success platform.
• Identify 'ready-to-buy' signals using AI and automation to create automated lead generation paths.
• Drive organizational change through training, communication, and stakeholder engagement.
• Provide insights into leadership on trends, risks, and opportunities for improvement based on data analysis.
• Measure impact of digital programs on retention and usage signals.

Qualifications

• Bachelor’s degree in Business, Technology, or related field
• 10+ years of experience in Customer Success, Success Transformation, or SaaS operations
• Proven track record of leading technology implementations and process improvements in a SaaS environment driving successful outcomes
• Strong understanding of customer success metrics, lifecycle management, and SaaS business models
• Excellent leadership, communication, and stakeholder management skills