Director, Customer Success - Scaled Programs

Affinity • Austin, TX

75d • $150,000 - $200,000

About The Position

As Director of Customer Success, Scaled Programs you'll architect and execute a sophisticated digital-first customer success strategy that drives exceptional outcomes for our 1,500+ scaled customer segment while establishing this portfolio as the strategic testing ground for programs that benefit Growth, Mid-Market, and Strategic tiers. Reporting to the VP of Customer Success, you will lead a team of scaled Customer Success Managers while working cross-functionally with Marketing, Product, Revenue Operations, and Finance teams to create AI-forward customer journeys. You will be accountable for adoption leading indicators that directly influence user and account retention, establishing unified measurement frameworks that transform digital initiatives from foundational programs into strategic, revenue-correlated business drivers.

Requirements

• Proven experience as a Director or Senior Manager in digital customer success, growth marketing, or scaled customer engagement at a successful B2B SaaS company ($50M+ ARR).
• 7+ years of customer success or growth startup experience, with 3+ years leading scaled customer success teams managing 300+ accounts per CSM.
• Demonstrated track record establishing unified measurement frameworks and North Star metrics for digital customer programs.
• Expertise in customer success platforms and analytics tools (Amplitude, Segment) for behavior-driven campaign design.
• Strong background in AI integration for customer success including predictive modeling and personalized engagement strategies.
• Experience architecting cross-functional processes and RACI frameworks between Customer Success, Marketing, Product, Revenue Operations, and Finance teams.
• Exceptional communication and facilitation skills with proven ability to work effectively in matrixed organizational structures.
• Strong people leader with experience building and scaling high-performing customer success teams focused on digital engagement.
• Knowledge center and content strategy development experience with information architecture expertise.
• Experience with SaaS companies managing 1,000+ customers in scaled segments is preferred.

Responsibilities

• Establish and own unified measurement frameworks with revenue-correlated 'North Star' metrics to evaluate digital initiative effectiveness across all customer programs.
• Develop adoption leading indicators that directly influence user and account retention across the scaled customer segment.
• Create comprehensive AI-forward scaled models for predictive engagement, risk detection, and personalized customer experiences.
• Create clear ownership frameworks and swimlanes to eliminate ambiguity in digital program execution across Customer Success, Marketing, Product, Revenue Operations, and Finance Teams.
• Lead customer journey mapping initiatives identifying key moments for automated intervention across the entire user lifecycle.
• Collaborate with Finance to optimize billing and licensing models based on customer usage patterns and feedback from the scaled segment.
• Optimize and fully leverage existing tech stack capabilities to create cohesive data ecosystems for behavior-driven engagement.
• Architect automated journey orchestration frameworks for scaled customer engagement.
• Lead knowledge center strategy, systematizing and formalizing current resources into cohesive, just-in-time customer support systems.
• Recruit, mentor, and develop a high-performing team of scaled Customer Success Managers.
• Build and optimize scaled CSM operating models including territory design, customer segmentation, and customer management frameworks.
• Design and execute digital-first customer success programs that provide optionality across channels.
• Expand digital engagement capabilities including in-app guidance, email campaigns, webinar programming, and integrated Marketing partnerships.
• Implement sophisticated customer segmentation by ARR/usage to optimize program delivery and resource allocation.
• Build sophisticated reporting frameworks and dashboards to track health metrics and attribute lift from digital CS programs.
• Establish robust data hygiene frameworks and consent management to prevent customer communication overlap.
• Drive experimentation culture through A/B testing of customer engagement strategies.

Benefits

• Health Benefits: We cover your medical, dental, and vision insurance premiums with comprehensive PPO, HDHP and HMO options.
• Retirement Planning: We offer a 401(k) plan to help you plan for your future.
• Learning & Development: We provide an annual education budget and a comprehensive L&D program.
• Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment.
• Team Connection: Virtual team-building activities and socials to keep our team connected.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries
• Number of Employees: 251-500 employees