Commercial and Scale Customer Success Director

The Commercial and Scale Customer Success Director is responsible for leading strategy, programs, and teams that support a broad portfolio of commercial and mid-market customers. This leader drives scaled engagement models, digital programs, and partner motions to ensure customer adoption, value realization, and retention. The role requires balancing operational excellence with strategic vision to deliver consistent, high-impact customer experiences at scale. Key responsibilities include defining and executing the customer success strategy, building and leading a high-performing team, designing scalable engagement models, ensuring onboarding and adoption, and establishing frameworks for proactive risk management and churn reduction. The director will also drive process standardization and automation, leverage data to prioritize customer engagement, and partner with various teams to drive customer outcomes.