Director, Global Scaled CS
Leads global team of CSMs to build scalable, digital-first customer success strategies using automation, AI, and self-service tools for commercial API customers. Requires 10+ years CS experience, 5+ years leadership, and technical knowledge of APIs/microservices.
About the job
Key Responsibilities
- Lead a Global Team: Directly leading a global team of CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment.
- Low-Touch Strategy Development: Design and execute a sophisticated "one-to-many" CS strategy. Move away from manual intervention toward a scalable model that maintains high engagement through innovation.
- Scaled Digital Journeys: Build end-to-end digital customer lifecycles. Automate onboarding and adoption paths to accelerate "Time to Value" (TTV) milestones for thousands of users.
- AI-Enhanced Customer Experience: Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale.
- Scale-Focused Content Strategy: Lead the creation of automated webinars, interactive documentation, and self-service hubs.
- Value-to-Utilization Alignment: Monitor the health of the commercial base to identify and bridge "Value Debt." Ensure that customer technical utilization directly translates into realized business outcomes to prevent churn.
- Strategic Forecasting: Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.
Requirements
- Experience: 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
- Leadership: 5+ years of experience leading and scaling high-performing teams, ideally in a global or remote environment.
- Technical Pedigree: Experience leading a TAM (Technical Account Manager) or Technical CSM function is highly preferred. Comfortable discussing API management, microservices, or cloud infrastructure.
- The "Digital First" Mindset: A proven track record of building automated customer journeys and utilizing CS platforms (e.g., Gainsight, Totango, ChurnZero) to drive scale.
- Data-Driven: Ability to translate complex data sets into actionable retention strategies and accurate financial forecasts.
Skills
Gainsight, Totango, Churnzero, Api Management, Microservices, Cloud Infrastructure, Customer Success Platforms, Data Analytics, AI Tools, Automation Workflows
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