Hybrid Director, Digital Customer Success – Operations

at StellarAlgo

• Job title: Director, Digital Customer Success – Operations
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Canada

About the role

• Director of Digital Customer Success overseeing strategies to improve customer journeys and experiences with fan data. Managing operations and collaboration across teams to drive engagement and loyalty.

Responsibilities

• Define and execute the digital strategy for Customer Success — integrating technology, automation, and content to drive adoption, retention, and expansion.
• Champion creative, data-driven customer journeys that balance automation with authentic engagement.
• Partner with Community, Product, Marketing, and CS leadership to continuously evolve the post-sales experience around measurable value realization.
• Evaluate emerging technologies and trends in CS automation, AI-driven insights, and digital engagement to ensure StellarAlgo remains at the forefront of scalable customer success delivery.
• Map, design, and refine end-to-end digital customer journeys across segments and lifecycle stages.
• Experiment with innovative engagement models, content, and delivery methods that enhance customer learning, activation, and satisfaction.
• Collaborate with the StellarAlgo’s Customer Community & Education team, driving peer-to-peer connection, best-practice sharing, and advocacy among leagues, and teams, as well as impactful onboarding, certification, and enablement programs.
• Develop the strategy and execute the configuration of digital customer engagement platforms (e.g., EverAfter, Intercom, HubSpot, StaircaseAI, DISCO).
• Design, implement, and optimize customer success workflows and automation playbooks across customer segments to improve efficiency and experience.
• Build a culture of innovation, accountability, and customer empathy — blend creative design with operational excellence.

Requirements

• 7+ years of demonstrating progressive customer success experience leading relevant teams (Customer Success Managers, Account Management, Customer Marketing) and/or operations in a SaaS product company.
• Experience driving large-scale digital transformation and operational maturity across post-sales functions.
• Proven ability to define and lead digital engagement strategies (i.e., digital journey creation, content marketing, etc.) that drive measurable adoption and retention.
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
• Rich knowledge and track record with email campaigns, in-app experience, webinars/events, and certifications.
• Bachelor's degree in business, operations, marketing, or a related field.
• Working knowledge of digital engagement and CS platforms (HubSpot, Intercom, EverAfter, StaircaseAI, DISCO, or similar).

Benefits

• Empowering professional growth
• Career development opportunities