Director, Digital Customer Success

BEDI Partnerships•San Francisco, CA

2d•$200,000 - $235,000•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

Benefits

You’ll grow here. Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.
AI is real here. We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.
You’ll own your work. We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.
You’ll build with others. We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.
You’ll see your impact. What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?
Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together.
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most.
Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits , Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.
Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification.
All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.