Director of Customer Success, Scaled Strategy

Responsibilities

• Lead a team of Managers who own the scaled segments, coaching them to upskill and grow their teams.
• Own hiring, onboarding, performance, career development, and succession planning for the team, and build a bench that can absorb growth.
• Set the coaching standard for scaled work: what good looks like in a persona-based plan, a 1:many engagement, a risk signal, and a value conversation that happens at volume.
• Design the organization: headcount, team structures, coverage ratios, and reporting lines that fit the strategy.
• Partner with Sales and the Renewals team on forecast, renewal execution, and expansion across a book measured in thousands of accounts rather than dozens.
• Partner with the Customer Success Strategy team on plays, playbooks, value frameworks, and enablement built for scaled delivery from the start.
• Collaborate with Customer Success leaders across regions and business units to keep the approach consistent where it should be and different where it needs to be.
• Own the OKRs for the Customer Success organization, in partnership with other Customer Success leaders.
• Partner with the Director of Customer Success, Digital, who owns digital execution and feeds into this strategy. One customer base, one journey, two motions.
• Design how we operate across the scaled customer journey: what happens synchronously and what happens asynchronously, where a person is required and where a program serves the customer better, and what the handoffs look like as a customer moves between dedicated, scaled, and digital coverage.

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