Director of Digital Customer Success

22 hours ago

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Calabrio, Inc.

WebsiteLinkedInAll Job Openings

Call Center • Customer Interaction • VoIP • Call Recording • Quality Management

501 - 1000 employees

Founded 2007

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Description

• Are you driven by innovation and looking to thrive in a fast-paced, growing environment? • Join us at Calabrio and be part of our dynamic team! • Help us reshape the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change. • Introducing Calabrio – The trailblazers in customer experience intelligence! • Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. • Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed. • We are seeking a Director of Digital Customer Success to join our growing team. • In this role, you will redefine how we manage and engage with a broad segment of our customer base through scalable and innovative strategies. • Your role will include: Designing and leading digital campaigns and communication strategies for smaller customers. • Owning and evolving the company’s customer health score, using data-driven insights to refine and optimize for long-term visibility and success. • Managing a Pooled Customer Success Management (CSM) team, equipping them with tools and training to excel in a scalable, product-focused environment. • Collaborating cross-functionally with Marketing, Product, Sales, Support, Services, and Finance to align on customer value initiatives. • Implementing innovative solutions using AI, health scores, digital adoption metrics, and other technologies to maximize customer outcomes. • Driving transformative initiatives across the company, reporting directly to leadership on impact and progress. • Design and execute digital-first strategies to improve customer engagement and retention. • Lead the Pooled CSM team to ensure exceptional service and scalable support. • Use advanced analytics tools to extract actionable insights for customer success.

Requirements

• 5+ years of experience in B2B SaaS, with a track record of leading impactful, data-driven initiatives. • 3+ years in roles such as Marketing, Product, Strategy, Operations, or Customer Success with a focus on customer adoption and retention. • Proven ability to solve ambiguous problems and implement scalable solutions. • Strong communication and collaboration skills, with an ability to influence across teams and levels. • Familiarity with systems like Gainsight, Pendo, and Salesforce (or similar).

Benefits

• Global team recognized for their passion for innovation. • Innovative product culture and project exposure. • Training and development from industry-leading experts. • Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement.