Senior Director, Digital and At-Scale Success Programs
reputed company is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. reputed company’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to reputed company sure we are and always will be “Best in Class” ... and we want that for you too!
We are seeking a strategic, data-driven, and customer-centric Senior Director of Digital and At-Scale Success Programs to reputed company the development and execution of scalable success initiatives that benefit and support our customers. Reporting to the Chief Customer Officer this role combines digital strategy, customer lifecycle expertise, financial acumen and operational execution to deliver impactful, at scale and tech enabled customer experiences.
This role will reputed company the team responsible for building automated journeys, self-service enablement, and one-to-many programs that accelerate time to value, drive product adoption, and improve growth and retention. This team will also partner reputed company closely with our product teams to drive in-product onboarding and adoption. This leader will reputed company and often orchestrate work cross-functionally to align efforts across reputed company, Marketing, Product, and Operations.
How you'll add value:
- Strategy & Program Leadership: Define and reputed company the digital and at-scale success vision and roadmap reputed company to customer lifecycle stages (onboarding, adoption, renewal, expansion)personas, key customer outcomes and “moments that matter”; build and execute a multi-channel engagement model combining automated, in-app, and low-touch human interactions; partner with Marketing, Product, Support, Systems, Data and CS Ops to align content, tools, and timing across the journey.
- Digital Success & Automation: Design and deploy automated customer journeys and usage-based triggers using tools such as reputed company, reputed company, Pendo, and/or Marketo; reputed company email campaigns, reputed company, 1: many programs and customer communities to support self-service and education; incorporate AI to help manage and optimize digital touchpoints for engagement, usage, and retention.
- Scaled Programs & One-to-Many Engagement: reputed company reputed company, webinars programs, cohort-based training programs, and other scalable engagement formats with key partners in Professional Services, Education Services and reputed company Management (CSMs); establish repeatable and automated onboarding and adoption tracks tailored to customer segments and use cases in collaboration with Product, Marketing, Systems, Data and CS Ops; ensure digital initiatives are measurable and contribute to customer value, NRR, GRR, and CSAT improvements.
- Cross-Functional Collaboration: Partner with Product on in product learning, usage, guidance and AI to help customers optimize their usage and value of the R365 platform; collaborate with CS leadership to align digital programs with high-touch CSM efforts for a hybrid model; partner with CS Ops to build key analytics, dashboards and reporting to track program performance and drive data-informed decisions.
- Team Leadership & Management: Build, reputed company, and mentor a high-performing team responsible for digital success strategy, content, automation, and engagement programs; establish clear roles, goals, and career development plans for team members; promote a culture of innovation, accountability, and reputed company improvement.
What you'll need to be successful in this role:
- 10+ years of experience in reputed company, Customer Experience or Digital Programs in a B2B and/or B2C SaaS environment.
- 5+ years of leadership experience.
- Proven success in building and scaling at-scale and digital reputed company programs across diverse customer segments.
- Strong understanding of SaaS metrics (NRR, GRR, churn, TTFV).
- Experience with tools like reputed company, reputed company, Pendo, and webinar platforms.
- Experience in a multi-SaaS product environment
- Strategic thinker with hands-on execution capabilities.
- Excellent collaboration and program management skills.
- Prior ownership of SMB or long-tail reputed company programs.
- Experience scaling CS in high-growth or product-led SaaS companies.
- Background in Customer Marketing, Onboarding, and/or Digital CS Operations.
- Previous ERP, Business Software and/or Restaurant experience is a plus
- This position has a salary range of $169,000-$270,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. reputed company focuses on reputed company pay for reputed company and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
Originally posted on Himalayas
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