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Head of Digital Customer Success
| Company | Thousand Eyes |
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| Location | Austin, TX, USA |
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| Salary | $135900 – $179200 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 8+ years in Customer Success, Account Management, or related fields, with at least 3 years leading teams.
- Proven experience crafting and scaling digital CS programs.
- Experience leading digital engagement strategies in a high growth SaaS environment.
- Strong analytical and data-driven approach, with experience using customer health tools and engagement platforms (e.g., Salesforce, Pendo, Gong).
- Exceptional communication and collaboration skills with cross-functional team members.
- Customer-centric mentality with a focus on building scalable processes and delivering impactful outcomes.
- Proven track record of growing Customer Retention/ Gross & Net Revenue Retention, Increasing product adoption (active users, feature usage, onboarding completion), expanding account value (upsell/cross-sell), increasing Customer satisfaction metrics (NPS, CSAT).
- Built a Digital Touchpoint Engagement model (open/click rates, CTA conversion, in-app engagement).
- Implement and improve efficiency metrics, including customer-to-CSM ratios and digital engagement effectiveness.
Responsibilities
- Develop and Execute Digital Customer Success Strategies
- Design a scalable, digital-first customer success model to engage and support a broad customer base and journey stages (onboarding, adoption, renewal, expansion).
- Implement and optimize segmented engagement strategies using automations, in-app messaging, lifecycle email campaigns, and self-service education.
- Develop a data-driven digital framework based on customer behavior and intent, integrating human and tech-touch strategies to deliver efficient interactions.
- Leverage customer health data and automation tools to identify risks, growth potential, and key moments of intervention.
- Establish a strong governance around digital engagement tech stack (eg: Salesforce, Groove, Gong, Pendo, Marketo)
- Drive Retention, adoption, and growth.
- Lead A/B testing of digital journeys and playbooks to drive usage, value realization, and upsell opportunities.
- Establish customer benchmarks and identify success metrics tied to time-to-value and health scores.
- Recruit, mentor and scale a team of Digital CSMs and define goals and critical metrics that align with business outcomes.
- Partner with Sales, Marketing, and Product teams to ensure seamless and impactful customer engagement.
Preferred Qualifications
No preferred qualifications provided.
