Director, Global Scaled CS

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.