Director, Scaled Customer Success

ECI Software Solutions

. Own the scaled customer operating model across onboarding, adoption, renewal, expansion, and recovery .

Posted 11/12/2026full-timeRemote • United StatesLead💰 $0 - $195,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success Operations and developing scalable customer success programs within B2B SaaS. Proficient in defining metrics, decision logic, and lifecycle programs to enhance customer engagement and outcomes.

Highest-signal resume keywords

Customer Success Operations LeadershipScaled Customer Success ProgramsAnalytical SkillsAutomation MindsetCollaboration with Engineering Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Lifecycle OperationsRevOpsHealth ScoringBehavioral SignalsPredictive ModelsMetrics DefinitionData Quality ImprovementExperimentation ProcessesEngagement StrategiesAI-Driven Interactions

Soft Skills

CoachingInfluencing ExecutivesProblem Solving

Industry Keywords

B2B SaaSCustomer Journey ProgramsCustomer Engagement OperationsGTM EngineeringCustomer SupportProfessional ServicesGovernanceFeedback LoopsAutomation ProcessesCustomer Outcomes

About the role

Key responsibilities & impact

Own the scaled customer operating model across onboarding, adoption, renewal, expansion, and recovery
Define signals, decision logic, and operating rules for lifecycle programs
Lead the Scaled Operations team, including Customer Journey Programs and Customer Engagement Operations
Own health scoring, behavioral signals, lifecycle triggers, and predictive models
Partner with GTM Engineering, Analytics, Product, Marketing, Customer Support, Professional Services, and Customer Success
Establish metrics, governance, experimentation, and review processes
Test engagement strategies, lifecycle programs, and AI-driven interactions to improve customer outcomes

Requirements

What you’ll need

7+ years leading Customer Success Operations, Digital Customer Success, Lifecycle Operations, RevOps, or similar functions within B2B SaaS
Experience building scaled customer success programs
Systems, workflows, feedback loops, and automation mindset
Comfortable partnering with engineering teams to design automation, AI, and scalable operational processes
Strong analytical instincts, including defining meaningful metrics and improving data quality
Ability to coach a team, influence executives, and solve difficult problems

Benefits

Comp & perks

Occasional travel 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score