- Company Name
- Synthesia
- Job Title
- Director, Digital Customer Success
- Job Description
-
**Job Title:** Director, Digital Customer Success
**Role Summary:**
Lead the design, execution, and scaling of a digital‑first customer success program for the global Mid‑Market and Emerging segments of a high‑growth B2B SaaS organization. Drive adoption, retention, and expansion by building a high‑performing team, leveraging data‑driven lifecycle programs, and collaborating closely with Product, Engineering, Marketing, and RevOps to optimize customer experience and forecast outcomes.
**Expectations:**
- Build and retain a team of Digital Customer Success Managers.
- Own and deliver a scalable digital customer journey for thousands of accounts.
- Design, implement, and iterate automated, data‑driven lifecycle programs.
- Meet and exceed renewal and retention metrics.
- Partner with Sales leadership to enable upsell and expansion.
- Collaborate cross‑functionally to develop tooling, infrastructure, and product features that enhance success metrics.
**Key Responsibilities:**
1. Recruit, coach, and develop a high‑performance digital CS team.
2. Define customer grouping, health scoring, and renewal winning strategies for Mid‑Market and Emerging segments.
3. Create and run automated engagement flows (welcome kits, training, usage nudges, renewal reminders).
4. Apply rigorous A/B tests and experiments to optimize journey effectiveness.
5. Own renewal forecasting, drive accurate pipelines, and report on KPI trends to leadership.
6. Work with Product & Engineering to surface customer insights and influence roadmap priorities.
7. Partner with Marketing to align messaging, enablement content, and campaign triggers.
8. Partner with RevOps & Sales to align renewal and upsell processes, ensuring smooth handoffs and consistent data.
**Required Skills:**
- 5+ years of customer success leadership in high‑growth SaaS, with proven ability to scale CS teams and programs.
- Proven success in owning and surpassing renewal/retention targets.
- Experience designing digital, workflow‑automated customer journeys and lifecycle programs.
- Strong analytical mindset; proficiency with data analysis tools (SQL, Excel, Tableau, Looker, etc.) and deriving insights for decision‑making.
- Hands‑on knowledge of customer success platforms (e.g., Gainsight, Totango, ChurnZero) and marketing automation tools (Marketo, HubSpot, Pardot).
- Excellent cross‑functional collaboration, stakeholder communication, and project management.
- Comfortable with both PLG and sales‑led GTM environments.
- Demonstrated leadership in building high‑scoring teams, coaching, and mentoring.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Computer Science, or related field (Master’s preferred).
- Relevant industry certifications (e.g., Certified Customer Success Manager (CCSM), Gainsight Certified, etc.) are a plus.