[Remote] Director, Digital Customer Success

Note: The job is a remote job and is open to candidates in USA. Kantata is a company providing clarity and control for professional services organizations through its cloud software. They are seeking a Director of Digital Customer Success to lead a data-driven approach to customer engagement, overseeing strategy and execution across various customer success programs and collaborating with multiple departments to enhance customer experiences.ResponsibilitiesBuild and execute a unified digital CS strategy that scales across all segments and products, driving efficiency, retention, and product adoption through digital channelsDesign and operationalize tech-touch and hybrid engagement models, including digital success planning and lifecycle-based journey orchestrationEmbed automation and AI into the customer journey, from onboarding flows and stakeholder alerts to in-app engagement and intelligent nudgesOwn the digital engagement tech stack, including Gainsight, PX, AI copilots/agents, knowledge systems, community platforms, and LMS toolsDrive community-led success by integrating digital CS with customer community and education functions, supporting peer learning, events, and enablement at scaleCollaborate with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service ratesDefine and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serveDrive change management efforts, navigating organizational shifts and executing strategic transformation initiatives across the Customer Success organizationActively engage with the Executive Leadership team to align and advance company-wide Digital Customer Success priorities, including product innovation and prioritizationSkills15+ years of experience in Customer Success, digital programs, or scaled operations roles in B2B SaaSProven track record leading large-scale digital CS transformations, ideally across multiple segmentsDeep familiarity with AI tooling, journey orchestration, and agentic models in CSStrong understanding of community-led growth, customer education, and LMS strategiesDemonstrated experience with metrics-based storytelling and reporting to senior leadershipStrategic vision and ability to anticipate business challenges and develop innovative solutionsBuilder mindset: bring structure, speed, and clarity to ambiguous problems; outcome-oriented and scrappyCommitment to Kantata's core values: Put People First, Create Remarkable Client Experiences, Lead the Way, and Embrace AuthenticityBenefitsThis position is eligible to participate in a Company Wide Bonus Plan.An intentionally engaging and collaborative culture - ditch the silo!Strong work-life balance that’s a true focus of the companyThe chance to learn from some of the best people in the businessA vibrant, collaborative and devoted team, who still makes time for funCompany OverviewKantata develops purpose-built software to provide professional services organizations clarity, control, and confidence. It was founded in 2008, and is headquartered in Irvine, California, USA, with a workforce of 501-1000 employees. Its website is https://www.kantata.com/.