[Remote] Director, Digital Customer Success
Note: The job is a remote job and is open to candidates in USA. Kantata is a company providing clarity and control for professional services organizations through its cloud software. They are seeking a Director of Digital Customer Success to lead a data-driven approach to customer engagement, overseeing strategy and execution across various customer success programs and collaborating with multiple departments to enhance customer experiences.
Responsibilities
- Build and execute a unified digital CS strategy that scales across all segments and products, driving efficiency, retention, and product adoption through digital channels
- Design and operationalize tech-touch and hybrid engagement models, including digital success planning and lifecycle-based journey orchestration
- Embed automation and AI into the customer journey, from onboarding flows and stakeholder alerts to in-app engagement and intelligent nudges
- Own the digital engagement tech stack, including Gainsight, PX, AI copilots/agents, knowledge systems, community platforms, and LMS tools
- Drive community-led success by integrating digital CS with customer community and education functions, supporting peer learning, events, and enablement at scale
- Collaborate with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service rates
- Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve
- Drive change management efforts, navigating organizational shifts and executing strategic transformation initiatives across the Customer Success organization
- Actively engage with the Executive Leadership team to align and advance company-wide Digital Customer Success priorities, including product innovation and prioritization
Skills
- 15+ years of experience in Customer Success, digital programs, or scaled operations roles in B2B SaaS
- Proven track record leading large-scale digital CS transformations, ideally across multiple segments
- Deep familiarity with AI tooling, journey orchestration, and agentic models in CS
- Strong understanding of community-led growth, customer education, and LMS strategies
- Demonstrated experience with metrics-based storytelling and reporting to senior leadership
- Strategic vision and ability to anticipate business challenges and develop innovative solutions
- Builder mindset: bring structure, speed, and clarity to ambiguous problems; outcome-oriented and scrappy
- Commitment to Kantata's core values: Put People First, Create Remarkable Client Experiences, Lead the Way, and Embrace Authenticity
Benefits
- This position is eligible to participate in a Company Wide Bonus Plan.
- An intentionally engaging and collaborative culture - ditch the silo!
- Strong work-life balance that’s a true focus of the company
- The chance to learn from some of the best people in the business
- A vibrant, collaborative and devoted team, who still makes time for fun
Company Overview