About This Role
Directing customer success is the core of this role, focusing on digital strategies for low-touch, scaled, and self-service customer segments. The Director will drive the evolution of the customer journey through operational excellence, innovation, automation, and data-driven engagement strategies.
Responsibilities
- Define and lead Unite Us’ digital customer success strategy for low-touch, scaled, and self-service customer segments
- Drive the evolution of the customer journey through operational excellence, customer lifecycle innovation, automation, and data-driven engagement strategies that improve adoption, retention, expansion, and long-term customer outcomes at scale
- Partner cross-functionally with Customer Success, Sales, Product, Marketing, Operations, and Enablement leadership to ensure a seamless and measurable customer experience across the full lifecycle
- Serve as a strategic operator with strong leadership capabilities, deep customer success expertise, and the ability to influence organizational priorities
- Lead a high-performing team responsible for digital engagement strategies, customer lifecycle programs, process optimization, and scalable account management initiatives that increase efficiency and customer value
- Translate business goals into scalable programs, systems, and operational frameworks that support Unite Us’ growth objectives
- Define and execute the strategic roadmap for Unite Us’ Digital Customer Success programs
- Establish long-term operational and customer engagement strategies that improve retention, product adoption, customer health, and expansion opportunities across customer segments
- Partner with senior leadership and cross-functional partners to align digital customer success initiatives with broader company objectives and growth strategies
- Serve as a strategic and operational advisor to Customer Success leadership on customer lifecycle optimization, segmentation strategy, and digital engagement best practices
- Design and operationalize effective and scalable customer success programs that leverage automation, segmentation, AI-driven insights, and digital engagement methodologies
- Own and continuously refine the customer journey for low-touch and self-service customers, ensuring clear paths to onboarding, adoption, maturity, renewal, and expansion
- Develop scalable lifecycle campaigns and targeted nurture programs tailored to customer personas, market segments, and product adoption patterns
- Establish playbooks, frameworks, and operational standards that create consistency across the Customer Success organization
- Drive process optimization initiatives that improve efficiency, reduce customer friction, and increase team effectiveness
- Drive collaboration with Sales, Product, Marketing, Support, Enablement, RevOps, and Data teams to improve the end-to-end customer experience
