Director of Customer Success

Job not on LinkedIn

September 18

Apply Now

Receive Emails with Similar Jobs

Newfold Digital

WebsiteLinkedInAll Job Openings

Web 3 • eCommerce • SaaS

Newfold Digital is a leading web presence solutions provider serving millions of small-to-medium businesses globally. Through its portfolio of brands, including Bluehost, CrazyDomains, HostGator, Network Solutions, Register. com, Web. com, and many others, Newfold Digital helps customers of all sizes build a digital presence that delivers results and adds value to businesses. With extensive product offerings such as domains, website builders, hosting, security, online marketing, professional website design, and SEO services, along with personalized support, Newfold Digital collaborates with its customers to meet their online presence needs.

1001 - 5000 employees

Founded 2021

🌐 Web 3

🛍️ eCommerce

☁️ SaaS

💰 Venture Round on 2021-01

📋 Description

• Architect and execute cross-functional customer success strategies across the full lifecycle—from trial to conversion, activation, retention, and advocacy • Oversee and lead a high-performing Customer Success team • Design and lead comprehensive customer success programs that increase product adoption, customer retention, and lifetime value • Translate insights from behavioral data, customer feedback, and journey mapping into targeted initiatives that improve onboarding, success, and upsell performance • Partner with Product to shape the roadmap based on customer needs and recurring friction points • Collaborate with Sales and Marketing to ensure smooth handoffs, align on upsell/cross-sell plays, and maximize retention through the renewal cycle • Serve as the voice of the customer across the company—ensuring their needs are represented in strategic planning and operational decisions • Explore and implement AI-powered solutions that drive scalable customer success outcomes—including proactive outreach, self-service enablement, and customer health scoring • Establish and track success KPIs (activation milestones, renewal rate, customer success metrics) and deliver monthly business reviews and reporting to executive leadership • Build scalable processes, playbooks, and systems to enhance the customer experience while improving internal efficiency, with clear attribution to revenue and churn prevention

🎯 Requirements

• 10+ years of experience in Customer Success, Retention, or Customer Experience roles • At least 5+ years leading multi-functional teams in a digital-first environment • Proven success operating in B2C, B2SB (small business), with a heavy emphasis on product adoption and customer lifetime value • Familiarity with customer lifecycle management across subscription-based SaaS or hosting products • Data-driven mindset: comfortable using insights to prioritize work and demonstrate ROI on CS investments • Adept at building and scaling feedback loops between customer-facing teams and Product/Engineering orgs • Prior exposure to AI or automation in customer support/success environments is a plus • Clear communicator, inspirational leader, and strong collaborator across functions

🏖️ Benefits

• Three work environment scenarios: work-from-home, hybrid or work-from-the-office • Work-life balance • Celebrate one another’s differences; culture of diversity and inclusion; culture of belonging • Learning and development opportunities • 20+ affinity groups • Health Insurance options, HSA, Medical, Dental, Vision • Matching 401K • Life/AD&D/STD/LTD • Tuition Reimbursement • Pet Insurance • Generous vacation policy • And much more!