Build and own EcoOnline’s global Scale Customer Success strategy
Design, launch and operate a globally consistent, regionally executable Scale CS operating model
Architect a multi-year roadmap that blends digital engagement, pooled technical expertise, and scalable success motions, increasingly powered by AI and automation
Ensure the model drives: Product adoption and value realisation, Early risk identification and proactive intervention, Scalable education (webinars, digital programs, in-app journeys), Expansion signal identification and structured lead handoff
Define and standardise programs, playbooks, KPIs, and processes that can be executed consistently across regions
Design the end-to-end Scale motion across our tech stack (Planhat, Salesforce, HubSpot, Pendo), partnering with RevOps and Technology to ensure strong data foundations, automation, and visibility
Create and quality-assure global Scale CS assets (e.g. webinar frameworks, lifecycle campaigns, digital playbooks), with regional teams localising and delivering in-market
Act as a global connector and influencer
Partner closely with CS Leadership, Product, Marketing, Support, and RevOps to deliver a unified digital customer experience
Run a test-and-learn operating rhythm, continuously iterating the model based on performance data and customer outcomes

10+ years in Customer Success, CX, or Product-Led Growth roles, including 3+ years operating at a senior or leadership level
Proven experience building a Scale / tech-touch Customer Success motion from scratch
Experience operating in a global SaaS environment with regional execution
Strong cross-functional operator
able to align and deliver without line management
Hands-on mindset: strategic thinker who is comfortable rolling up sleeves
Demonstrated success scaling digital customer success programs across segments
Strong grasp of lifecycle and outcome-based frameworks (e.g. CARE, LAER) and metric-driven storytelling
Familiarity with AI-enabled CS tooling, journey orchestration, and agentic models
Track record of effective cross-functional leadership across Product, Marketing, RevOps, and R&D
Excellent communication skills with the ability to influence executive and technical stakeholders
Background in SaaS, cybersecurity, or enterprise software environments
Experience with LMS strategies, community-led growth, and digital education platforms.

Director, Scale – Customer Success

Key skills