Director, Digital Customer Success

Udemy • Austin, TX

1d • Hybrid

About The Position

As Director of Digital Customer Success, you will lead our digital customer success strategy from vision through to execution to drive customer retention, expansion, and advocacy in our rapidly growing customer base. This role offers the opportunity to shape the future of how we engage with customers digitally while building scalable processes that directly impact revenue growth and customer satisfaction.

Requirements

• Proven track record of leading customer-focused teams in a SaaS or technology environment, with demonstrated results in customer retention, satisfaction, and growth
• Experience developing and executing digital customer success or customer experience strategies that scale across large customer bases
• Strong analytical skills with the ability to leverage data and metrics to drive decision-making and optimize customer outcomes
• Excellent communication and presentation skills, with experience engaging with executive-level stakeholders and customers
• Experience with customer platforms, CRM systems, and analytics tools to manage and measure customer relationships and experiences
• Demonstrated ability to build and lead high-performing teams in a fast-paced, dynamic environment
• Track record of partnering effectively with cross-functional teams including product, sales, marketing, and support
• Experience managing customer programs for enterprise and mid-market customer segments, whether in customer success, customer experience, or related customer-focused roles

Responsibilities

• Develop and execute comprehensive digital customer success strategies that drive product adoption, reduce churn, and increase customer lifetime value
• Lead and mentor a team of customer success professionals focused on the digital customer experience, fostering a culture of excellence and continuous improvement
• Design and implement scalable customer success programs that can effectively serve diverse customer segments
• Partner with customer success leadership, product, marketing, and sales teams to create seamless customer experiences across all digital touchpoints
• Analyze customer data and success metrics to identify trends, opportunities, and areas for improvement in the customer journey
• Build strong relationships with key enterprise customers, serving as an executive sponsor for strategic accounts
• Drive cross-functional digital initiatives to enhance customer onboarding, adoption, and expansion processes
• Present customer insights and success metrics to executive leadership, providing strategic recommendations for business growth

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees