[Hiring] Director, Customer Success @Unite Us

Role Description

As the Director, Customer Success (Digital), you will define and lead Unite Us’ digital customer success strategy for low-touch, scaled, and self-service customer segments. You will drive the evolution of the customer journey through operational excellence, customer lifecycle innovation, automation, and data-driven engagement strategies that improve adoption, retention, expansion, and long-term customer outcomes at scale.

You will partner cross-functionally with Customer Success, Sales, Product, Marketing, Operations, and Enablement leadership to ensure a seamless and measurable customer experience across the full lifecycle.

You will be a strategic operator with strong leadership capabilities, deep customer success expertise, and the ability to influence organizational priorities. You will lead a high-performing team responsible for digital engagement strategies, customer lifecycle programs, process optimization, and scalable account management initiatives that increase efficiency and customer value.

Highly analytical and customer-obsessed, you will translate business goals into scalable programs, systems, and operational frameworks that support Unite Us’ growth objectives.

Qualifications

• 8+ years of experience in Customer Success, Customer Success Operations, Account Management, or related customer-facing leadership roles.
• Proven success designing and scaling digital customer success programs for high-volume customer portfolios.
• Familiarity with CRMs (i.e. Salesforce and/or Customer Success Platforms) and experience developing processes that include these tools.
• Strong leadership, people management, executive communication, stakeholder management, and strategic planning capabilities.
• Ability to leverage AI-driven tools and automation to optimize operational efficiency, scale customer engagement, and enhance customer success outcomes is a plus.

Requirements

• Define and execute the strategic roadmap for Unite Us’ Digital Customer Success programs.
• Establish long-term operational and customer engagement strategies that improve retention, product adoption, customer health, and expansion opportunities across customer segments.
• Partner with senior leadership and cross-functional partners to align digital customer success initiatives with broader company objectives and growth strategies.
• Serve as a strategic and operational advisor to Customer Success leadership on customer lifecycle optimization, segmentation strategy, and digital engagement best practices.
• Design and operationalize effective and scalable customer success programs that leverage automation, segmentation, AI-driven insights, and digital engagement methodologies.
• Own and continuously refine the customer journey for low-touch and self-service customers, ensuring clear paths to onboarding, adoption, maturity, renewal, and expansion.
• Develop scalable lifecycle campaigns and targeted nurture programs tailored to customer personas, market segments, and product adoption patterns.
• Establish playbooks, frameworks, and operational standards that create consistency across the Customer Success organization.
• Drive process optimization initiatives that improve efficiency, reduce customer friction, and increase team effectiveness.
• Drive collaboration with Sales, Product, Marketing, Support, Enablement, RevOps, and Data teams to improve the end-to-end customer experience.
• Influence upstream and downstream processes that impact customer sales, onboarding, implementation, adoption, support, and renewal outcomes.
• Partner with Product and Marketing teams to create customer education strategies, self-service resources, and scalable enablement content.
• Align with Revenue Operations, Finance and Customer Success leadership on forecasting, customer health modeling, and success metrics.
• Build, mentor, and lead a high-performing Digital Customer Success team focused on operational excellence and customer impact.
• Lead through influence across matrixed teams and stakeholders.

Benefits

• Medical, Dental, and Vision insurance for team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
• Flexible Time Off, including volunteer days and mental health days, plus 14 paid, company-wide holidays.
• Paid Parental Leave, including adoptive parents.
• Employee Resource Groups (ERGs) to connect and engage with colleagues, like Military Veterans.
• Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
• 401(k) with Employer Match, immediate vesting, and financial wellness resources.
• Life and AD&D insurance, with the option to purchase additional coverage for yourself and your dependents.
• Disability Coverage.
• Accident Insurance.
• Pet Insurance.
• All necessary equipment to perform your duties, including a computer, mouse, keyboard, and other items on our approved list of WFH supplies.