Director, Digital Customer Success

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Kantata

Site WebLinkedInTous les Emplois

501 - 1000 employés

☁️ SaaS

🏢 Entreprise

⚡ Productivité

SaaS • Enterprise • Productivity

Kantata est une entreprise de technologie spécialisée dans les solutions d'automatisation des services professionnels (PSA) basées sur le cloud. Sa plateforme offre des fonctionnalités conçues pour améliorer la gestion des ressources, la gestion de projet, la gestion financière et la collaboration d'équipe. En intégrant l'intelligence d'affaires et les flux de travail, Kantata permet aux organisations de gérer efficacement leurs opérations, d'optimiser la planification des ressources et d'améliorer les résultats des projets. L'entreprise est conçue pour servir les agences, les consultants et les entreprises de services professionnels, les aidant à développer leurs opérations et à offrir des expériences clients exceptionnelles.

Description

• Build and execute a unified digital CS strategy that scales across all segments and products, driving efficiency, retention, and product adoption through digital channels. • Design and operationalize tech-touch and hybrid engagement models, including digital success planning and lifecycle-based journey orchestration. • Embed automation and AI into the customer journey, from onboarding flows and stakeholder alerts to in-app engagement and intelligent nudges. • Own the digital engagement tech stack, including Gainsight, PX, AI copilots/agents, knowledge systems, community platforms, and LMS tools. • Drive community-led success by integrating digital CS with customer community and education functions, supporting peer learning, events, and enablement at scale. • Collaborate with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service rates. • Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. • Drive change management efforts, navigating organizational shifts and executing strategic transformation initiatives across the Customer Success organization. • Actively engage with the Executive Leadership team to align and advance company-wide Digital Customer Success priorities, including product innovation and prioritization.

🎯 Exigences

• 15+ years of experience in Customer Success, digital programs, or scaled operations roles in B2B SaaS • Proven track record leading large-scale digital CS transformations, ideally across multiple segments • Deep familiarity with AI tooling, journey orchestration, and agentic models in CS • Strong understanding of community-led growth, customer education, and LMS strategies • Demonstrated experience with metrics-based storytelling and reporting to senior leadership • Strategic vision and ability to anticipate business challenges and develop innovative solutions • Builder mindset: bring structure, speed, and clarity to ambiguous problems; outcome-oriented and scrappy • Commitment to Kantata’s core values: Put People First, Create Remarkable Client Experiences, Lead the Way, and Embrace Authenticity

🏖️ Avantages

• An intentionally engaging and collaborative culture - ditch the silo! • Strong work-life balance that’s a true focus of the company • The chance to learn from some of the best people in the business • A vibrant, collaborative and devoted team, who still makes time for fun