Director, Scaled Customer Success

Director, Scaled Customer Success

Reports to: VP, Customer Success Operations & Retention
Location: Remote (U.S.), occasional travel

Build the operating system behind Customer Success.

ECI serves more than 25,000 customers across multiple industries. Instead of growing headcount linearly, we're building an AI-native Customer Success operating model that continuously monitors customer health, orchestrates engagement, and intelligently determines when human expertise creates the most value.

As Director of Scaled Customer Success, you'll turn that vision into reality by building and continuously improving the operating model that powers how ECI engages more than 25,000 customers.

You'll lead the team responsible for running ECI's scaled Customer Success operating model, the team responsible for turning customer signals into action through lifecycle programs, automation, AI, and operational excellence. Every day, your team will help determine which customers need attention, which programs should launch, when AI should engage, and when a customer should transition to a human.

If you enjoy building systems that don't exist yet, this is one of those opportunities.

What you'll do

• Own the scaled customer operating model. Define how customers move through onboarding, adoption, renewal, expansion, and recovery by designing the signals, decision logic, and operating rules behind every lifecycle program.
• Lead the Scaled operations team. Manage the leaders responsible for Customer Journey Programs and Customer Engagement Operations, ensuring strategy and execution remain tightly connected.
• Build customer intelligence. Own health scoring, behavioral signals, lifecycle triggers, and predictive models that help the business identify risk and opportunity earlier.
• Improve the system. Partner with GTM Engineering, Analytics, Product, Marketing, Customer Support, Professional Services and Customer Success to continuously evolve automation, AI capabilities, and customer engagement.
• Run the operating cadence. Establish the metrics, governance, experimentation, and review processes that keep the platform improving over time.
• Experiment, iterate and improve. Build a culture of experimentation by testing engagement strategies, lifecycle programs, and AI-driven interactions to continuously improve customer outcomes.

Who you are

• 7+ years leading Customer Success Operations, Digital Customer Success, Lifecycle Operations, RevOps, or similar functions within B2B SaaS.
• You've built scaled customer success programs, not simply supported existing ones.
• You naturally think in systems, workflows, feedback loops, and automation.
• Comfortable partnering with engineering teams to design automation, AI, and scalable operational processes.
• Strong analytical instincts with the ability to separate signal from noise, define meaningful metrics, and improve data quality over time.
• You're equally comfortable coaching a team, influencing executives, and rolling up your sleeves to solve difficult problems.

Why this role matters

You'll join at the point where the vision is established and the operating model is ready to be built.

Working alongside the VP of Customer Success Operations & Retention, you'll help define how ECI scales Customer Success across more than 25,000 customers through intelligent lifecycle design, automation, AI, and thoughtful human engagement.

The systems you build and the decisions you make will become the foundation for how the organization operates for years to come.