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**Digital Success Director**

hace 2 meses

Chihuahua, Chihuahua, México GitLab A tiempo completo
About the Role

We are seeking an experienced Director of Digital Customer Success to lead our digital customer success initiatives, primarily focused on our long-tail customer base. This role is crucial in scaling our customer success efforts, driving product adoption, and increasing customer retention and expansion through digital-first strategies.

Key Responsibilities
  1. Develop and Execute a Comprehensive Digital Customer Success Strategy: Align with GitLab's overall customer success objectives and our long-tail customer segment needs.
  2. Lead Digital-First Programs: Design, implement, and optimize digital programs to drive product adoption, customer retention, and expansion.
  3. Cross-Functional Collaboration: Work closely with Marketing, Product, Support, CS Strategy, and Sales teams to create cohesive, personalized digital experiences throughout the customer lifecycle.
  4. Customer Onboarding and Education: Oversee the development and execution of digital onboarding programs, feature adoption campaigns, and customer education initiatives.
  5. Customer Health Scoring: Implement and manage a robust customer health scoring system to identify at-risk accounts and expansion opportunities.
  6. Tool Adoption and Utilization: Drive the adoption and utilization of our customer success platform and other digital tools to enhance efficiency and scalability.
  7. Key Performance Indicators (KPIs): Develop and track KPIs for Digital CS initiatives, focusing on customer retention, Net Dollar Retention (NDR), and expansion revenue, aligned with sales GTM segments.
  8. Customer Outcomes: Own the customer outcomes, aligned with established KPIs, for this segment.
  9. Team Leadership: Lead and mentor a team of Digital Customer Success Managers, fostering a culture of innovation and continuous improvement.
  10. Industry Trends and Best Practices: Stay abreast of industry trends and best practices in Digital Customer Success, continuously evolving our strategies to maintain a competitive edge.
Requirements
  1. Customer Success Leadership Experience: Proven track record of implementing successful Digital CS programs that drive measurable business outcomes.
  2. Strong Understanding of SaaS Business Models: Experience with customer success platforms, marketing automation tools, and in-app messaging systems.
  3. Excellent Analytical Skills: Ability to translate data, particularly product usage data, into actionable insights.
  4. Strong Leadership and Team Management Experience: Experience leading and mentoring a team of Digital Customer Success Managers.
  5. Exceptional Communication and Stakeholder Management Skills: Ability to communicate effectively with cross-functional teams and stakeholders.
  6. Experience with Commercial and Small Business Customers: Experience working with commercial and small business customers.
  7. Alignment with GitLab's Values: Share our values and work in accordance with those values.