Director Of Scaled Customer Success (SaaS)

TL;DR

Director of Scaled Customer Success (SaaS): Leading a global team to redefine post-sales support and retention strategies with an accent on digital-first automation and AI integration. Focus on building scalable customer journeys, driving API adoption, and optimizing business value realization across a large commercial customer base.

Location: Must be based in the United States or Canada

Compensation: $250,000–$300,000 + Equity

Company

A leading developer of API and AI connectivity technologies, providing infrastructure that secures and governs the flow of intelligence for enterprises and startups.

What you will do

• Manage and scale a global team of CSMs, fostering a culture of technical excellence and customer advocacy.
• Design and execute a sophisticated one-to-many customer success strategy utilizing automation.
• Build end-to-end digital lifecycles to accelerate Time to Value for thousands of users.
• Implement AI-driven tools and workflows to provide personalized experiences at scale.
• Lead the creation of digital-first resources including automated webinars and self-service hubs.
• Partner with leadership to develop precise retention and expansion forecasts.

Requirements

• 10+ years of professional experience in Customer Success, Account Management, or Professional Services within the SaaS or Infrastructure space.
• 5+ years of experience leading and scaling high-performing teams in a global or remote environment.
• Technical familiarity with API management, microservices, or cloud infrastructure.
• Proven track record of building automated customer journeys using CS platforms like Gainsight, Totango, or ChurnZero.
• Ability to translate complex data sets into actionable retention strategies.

Culture & Benefits

• Competitive base pay with sales incentives available for eligible roles.
• Comprehensive healthcare benefits including medical, disability, and life insurance.
• Participation in a 401(k) retirement plan.
• Equity-based compensation package.
• Supportive remote-first work environment.