Director,CustomerSuccess(Digital)

Job Title: Director, Customer Success (Digital) Department: Customer Success About the Role: As the Director, Customer Success (Digital), you will define and lead Unite Us’ digital customer success strategy for low-touch, scaled, and self-service customer segments. You will drive the evolution of the customer journey through operational excellence, customer lifecycle innovation, automation, and data-driven engagement strategies that improve adoption, retention, expansion, and long-term customer outcomes at scale. You will partner cross-functionally with Customer Success, Sales, Product, Marketing, Operations, and Enablement leadership to ensure a seamless and measurable customer experience across the full lifecycle. You will be a strategic operator with strong leadership capabilities, deep customer success expertise, and the ability to influence organizational priorities. You will lead a high-performing team responsible for digital engagement strategies, customer lifecycle programs, process optimization, and scalable account management initiatives that increase efficiency and customer value. Highly analytical and customer-obsessed, you will translate business goals into scalable programs, systems, and operational frameworks that support Unite Us’ growth objectives. What You'll Do: Strategic Leadership & Vision Define and execute the strategic roadmap for Unite Us’ Digital Customer Success programs. Establish long-term operational and customer engagement strategies that improve retention, product adoption, customer health, and expansion opportunities across customer segments. Partner with senior leadership and cross-functional partners to align digital customer success initiatives with broader company objectives and growth strategies. Serve as a strategic and operational advisor to Customer Success leadership on customer lifecycle optimization, segmentation strategy, and digital engagement best practices. Digital Customer Success Strategy Design and operationalize ef