Director, Scaled Customer Success - (Plano/Austin)
$144,500–$180,600 year
RemoteDallas, Texas, United States
Job Summary
Design and deploy AI-driven playbooks that automate routine success motions while maintaining personalized engagement. Integrate predictive models to identify at-risk signals and build end-to-end digital journeys guiding customers from implementation to value realization. Oversee creation of dynamic, AI-generated campaigns and lead strategy for in-product messaging to resolve queries and drive adoption. Use data to segment customers by risk and behavior, defining KPIs to measure program impact and identify systemic churn drivers. Partner with IT and Product teams to ensure seamless deployment of the Customer Success platform and foster a culture of continuous improvement. This role operates independently to architect an AI-first engagement engine driving retention and product adoption at scale.
Required 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
Desired Qualifications
- Experience with technology platforms like Salesforce, Gainsight, or the newest AI-first Customer Success Platforms
- Knowledge of automation, AI-driven customer engagement, and data analytics
- Ability to manage cross-functional projects and influence at all organizational levels
- Background in Educational Technology
- Prior management or team-lead experience
Additional Requirements
- Candidates should be eligible to work in the United States without sponsorship
- Commitment to a diverse and inclusive workplace
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