Director, Scaled Customer Success & VoC Programs

About the role

The Director, Scaled Customer Success & Voice of Customer (VoC) Programs will build and lead a high-performing team of Success Program Managers while owning our digital engagement engine and end-to-end VoC architecture. This strategic leader will drive long-tail retention and expansion through automated lifecycle programs and oversee scalable digital content production across all customer cohorts. By combining team leadership, scaled revenue strategies, and structured feedback loops, you will optimize account health, accelerate product adoption, and directly influence LVT’s growth trajectory. This role is based in-office out of our Headquarters in American Fork, Utah, with up to 10% travel required.

Responsibilities

• Team Leadership & Development: Recruit, manage, and empower a team of Success Program Managers, setting clear performance expectations, driving accountability, and fostering a high-performance, customer-centric team culture.
• Digital CS Strategy & Long-Tail Revenue Growth: Design and execute automated lifecycle strategies specifically optimized to protect Gross Retention Rate (GRR) and drive Net Retention Rate (NRR) expansion (upsells, cross-sells, feature add-ons) across the long-tail account base.
• Omni-Cohort Content Engine: Direct the creation, distribution, and continuous refinement of high-impact digital learning assets—including interactive onboarding flows, customer academies, and release enablement—to accelerate time-to-value across all customer segments.
• Automated Lifecycle Journeys & Health Models: Build dynamic, trigger-based campaigns and digital health models in partnership with CS Operations to identify expansion readiness and proactively resolve churn risks using telemetry data.
• Voice of Customer (VoC) Governance: Establish, centralize, and refine a multi-channel VoC feedback architecture (NPS, CSAT, CES, product telemetry) to uncover sentiment trends across the full customer lifecycle.
• Closed-Loop Feedback Orchestration: Institutionalize robust "Inner Loop" direct-response processes and "Outer Loop" cross-functional workflows to ensure customer insights directly shape Product, Marketing, Sales, and GTM strategies.
• Cross-Functional Alignment & Tech Stack Ownership: Partner closely with Product and Product Marketing to align digital programs with product releases, while evaluating, optimizing, and maintaining the digital CS tech stack (e.g., Gainsight, Pendo, Qualtrics, Skilljar).
• Executive Visibility & KPI Performance: Track, measure, and report executive-level metrics, including long-tail NRR/GRR, digital content engagement, time-to-value velocity, and closed-loop VoC resolution rates.

Requirements

• Proven CS Leadership Experience: 6+ years of leadership experience within Customer Success, Scale/Digital CS, or Customer Experience in B2B SaaS, with direct experience leading and developing a team of program managers.
• Digital Content & Enablement Expertise: Track record of producing scalable digital content architectures (academies, in-app guides, learning paths) that boost product adoption and engagement across diverse customer cohorts.
• VoC Framework Architecture: Deep expertise in building, scaling, and operationalizing end-to-end VoC and feedback loop frameworks (NPS, CSAT, CES, sentiment modeling).
• Data-Driven Financial Acumen: Solid understanding of SaaS unit economics, GRR/NRR growth levers, and expansion strategies across scaled long-tail segments.

Skills

• Advanced Tech