Director, Digital Customer Success
Udemy
Job Summary
As Director of Digital Customer Success, you will lead the digital customer success strategy from vision to execution to drive customer retention, expansion, and advocacy in a rapidly growing customer base. This role offers the opportunity to shape the future of how customers are engaged digitally while building scalable processes that directly impact revenue growth and customer satisfaction. Key responsibilities include developing comprehensive digital customer success strategies, leading and mentoring a team, designing scalable programs, partnering with various internal teams, analyzing customer data, serving as an executive sponsor for strategic accounts, and presenting insights to leadership.
Must Have
- Proven track record of leading customer-focused teams in a SaaS or technology environment
- Experience developing and executing digital customer success or customer experience strategies
- Strong analytical skills with the ability to leverage data and metrics to drive decision-making
- Excellent communication and presentation skills, with experience engaging with executive-level stakeholders and customers
- Experience with customer platforms, CRM systems, and analytics tools
- Demonstrated ability to build and lead high-performing teams in a fast-paced, dynamic environment
- Track record of partnering effectively with cross-functional teams including product, sales, marketing, and support
- Experience managing customer programs for enterprise and mid-market customer segments
Good to Have
- Generating and implementing creative solutions and forward-thinking strategies
- Inspiring and guiding teams toward achieving ambitious customer success goals
- Fostering collaboration, professional development, and a culture of excellence
- Building meaningful connections with customers across digital touchpoints
- Designing and optimizing end-to-end customer journeys
- Leveraging technology and data insights to manage customer interactions effectively
- Leading cross-functional initiatives from conception to completion
Perks & Benefits
- Full access to Udemy courses
- Monthly UDay to invest in yourself
- Budget for personal improvement
- Space and tools to experiment with AI
- Opportunity to lead, make decisions, and have an impact
- Open collaboration and shared ideas
- See your impact in helping people grow skills and change careers
- Comprehensive benefits (vary by region, refer to specific pages for details)
Job Description
Join. Help define the future of learning.
is an AI-powered skills acceleration platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact.
Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead.
Over 80 million learners and 17,000 businesses already learn with. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home.
Learn more about us on our company page
.
Where we work
is a global company headquartered in San Francisco, with additional U.S. offices in and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.
About Your Skills
- Vision and Innovation: Generating and implementing creative solutions and forward-thinking strategies that enhance customer success operations, improve processes, and drive meaningful value for both customers and the organization.
- Leadership: Inspiring and guiding teams toward achieving ambitious customer success goals while fostering collaboration, professional development, and a culture of excellence that empowers others to reach their full potential.
- Customer Engagement: Building meaningful connections with customers across digital touchpoints to foster long-term relationships, drive product adoption, and cultivate strong advocacy that fuels business growth.
- Customer Experience: Designing and optimizing end-to-end customer journeys that enhance satisfaction by thoughtfully managing every interaction and touchpoint throughout the customer lifecycle.
- Customer Relationship Management: Leveraging technology and data insights to manage customer interactions effectively, analyze behavioral patterns, and create personalized experiences that drive satisfaction and revenue growth.
- Project Management: Leading cross-functional initiatives from conception to completion, coordinating teams and resources to deliver strategic customer success outcomes within defined timelines and budgets.
About This Role
As of Digital Customer Success, you will lead our digital customer success strategy from vision through to execution to drive customer retention, expansion, and advocacy in our rapidly growing customer base. This role offers the opportunity to shape the future of how we engage with customers digitally while building scalable processes that directly impact revenue growth and customer satisfaction.
What You'll Be Doing
- Develop and execute comprehensive digital customer success strategies that drive product adoption, reduce churn, and increase customer lifetime value
- Lead and mentor a team of customer success professionals focused on the digital customer experience, fostering a culture of excellence and continuous improvement
- Design and implement scalable customer success programs that can effectively serve diverse customer segments
- Partner with customer success leadership, product, marketing, and sales teams to create seamless customer experiences across all digital touchpoints
- Analyze customer data and success metrics to identify trends, opportunities, and areas for improvement in the customer journey
- Build strong relationships with key enterprise customers, serving as an executive sponsor for strategic accounts
- Drive cross-functional digital initiatives to enhance customer onboarding, adoption, and expansion processes
- Present customer insights and success metrics to executive leadership, providing strategic recommendations for business growth
What You'll Have
- Proven track record of leading customer-focused teams in a SaaS or technology environment, with demonstrated results in customer retention, satisfaction, and growth
- Experience developing and executing digital customer success or customer experience strategies that scale across large customer bases
- Strong analytical skills with the ability to leverage data and metrics to drive decision-making and optimize customer outcomes
- Excellent communication and presentation skills, with experience engaging with executive-level stakeholders and customers
- Experience with customer platforms, CRM systems, and analytics tools to manage and measure customer relationships and experiences
- Demonstrated ability to build and lead high-performing teams in a fast-paced, dynamic environment
- Track record of partnering effectively with cross-functional teams including product, sales, marketing, and support
- Experience managing customer programs for enterprise and mid-market customer segments, whether in customer success, customer experience, or related customer-focused roles
At, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for equity and a bonus.
Why work here?
You’ll grow here.Learning is part of the job. You’ll get full access to courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.
AI is real here.We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.
You’ll own your work.We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.
You’ll build with others.We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.
You’ll see your impact.What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?
Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together.
Our Benefits Start with U
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits,
pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.
Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.
At, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We understand that not everyone will match each of the qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!
Information regarding data privacy is available within the Careers Privacy Notice._
8 Skills Required For This Role
Similar Jobs
Customer Service
Operations
