Director, Scaled Customer Success

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $0 - $195k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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• Just posted.
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ECI Software Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🏗️ Construction

📦 Logistics

💰 $21M Series C on 2002-02

Manufacturing • Construction • Logistics

ECI Software Solutions is a provider of industry-specific ERP and business management software that helps manufacturers, distributors, building supply dealers, and office-technology businesses run and scale their operations. The company delivers cloud and AI-enabled SaaS platforms—including ERP, B2B eCommerce, CRM, business intelligence, and content/fulfillment tools—aimed at optimizing inventory, accounting, order management, service workflows, and analytics. ECI emphasizes configurable, vertical-focused solutions (e. g. , Ridder iQ, Horizon, Spruce, e-automate, EvolutionX, Cognytics) and enterprise-grade cloud services for small and mid-sized B2B customers worldwide.

📋 Description

• Own the scaled customer operating model across onboarding, adoption, renewal, expansion, and recovery • Define signals, decision logic, and operating rules for lifecycle programs • Lead the Scaled Operations team, including Customer Journey Programs and Customer Engagement Operations • Own health scoring, behavioral signals, lifecycle triggers, and predictive models • Partner with GTM Engineering, Analytics, Product, Marketing, Customer Support, Professional Services, and Customer Success • Establish metrics, governance, experimentation, and review processes • Test engagement strategies, lifecycle programs, and AI-driven interactions to improve customer outcomes

🎯 Requirements

• 7+ years leading Customer Success Operations, Digital Customer Success, Lifecycle Operations, RevOps, or similar functions within B2B SaaS • Experience building scaled customer success programs • Systems, workflows, feedback loops, and automation mindset • Comfortable partnering with engineering teams to design automation, AI, and scalable operational processes • Strong analytical instincts, including defining meaningful metrics and improving data quality • Ability to coach a team, influence executives, and solve difficult problems

🏖️ Benefits

• Occasional travel

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