Customer Success Specialist managing B2B SaaS customer renewals and driving upsell opportunities. Collaborating across teams to optimize customer lifecycle from forecasting to agreement negotiations.
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
Job title
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Not specified
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