Sophos

Director, Scale Customer Success

Job Description

Role Summary
We are seeking a dynamic and strategic Director, Scale Customer Success to lead and grow our tech-touch customer engagement strategy. This role is responsible for designing and executing scalable customer success programs that drive product adoption, retention, and growth through automation, insights, and digital communication channels. The ideal candidate will leverage data-driven approaches to deliver exceptional customer experiences at scale, ensuring our customers achieve maximum value from our products and services. 


What You Will Do
  • Team Leadership: Build and lead a high-performing team dedicated to scaling customer success through digital channels. 
  • Develop and Execute Tech-touch Strategy: Design and implement a scalable customer success program that leveragestools, self-service, and proactive engagement to support a large customer base. 
  • Customer Lifecycle Management:Together with our Digital CX team, create a digital engagement model that drives customer adoption, expansion, and retention through tailored experiences, including email campaigns, webinars, and community engagement. 
  • Leverage Data and AI:Utilize customer data, analytics, and AI to segment users, personalize outreach, and proactively identify opportunities for customer success interventions. 
  • Cross-functional Collaboration: Work closely with Product, Marketing, Sales, and Support teams to ensure alignment in customer communications and initiatives. 
  • Scale Automation and Self-Service: Implement and optimize technology solutions, including digital onboarding, knowledge bases, automated touchpoints, and chatbots, to enhance customer experience. 
  • Measure and Optimize Performance: Define key performance indicators (KPIs) and track the success of tech-touch initiatives, continuously iterating based on insights and customer feedback. 
  • Customer Advocacy: Drive community engagement, customer forums, and knowledge-sharing initiatives to empower customers to succeed with minimal direct intervention. 

    • What You Will Bring
  • 5-7 years of experience in Customer Success, SaaS, or a related field, with a focus on digital or tech-touch customer engagement. 
  • 3-4 years of experience leading Customer Success functions  
  • Proven track record of designing and executing scalable customer success strategies in a fast-paced, high-growth environment. 
  • Strong understanding of automation tools, AI-driven engagement, and customer analytics platforms. 
  • Experience with customer journey mapping, lifecycle marketing, and digital community building. 
  • Data-driven mindset with expertise in leveraging insights to drive decision-making and strategy. 
  • Excellent leadership, communication, and stakeholder management skills. 
  • Experience working cross-functionally with Product, Marketing, and Sales teams to enhance the customer experience. 

    • Preferred Qualifications: 
  • Experience with CRM and Customer Success platforms such as Gainsight, HubSpot, or Salesforce. 
  • Background in SaaS, enterprise software, or technology-driven organizations. 
  • Understanding of AI and automation trends in customer engagement. 

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