Director, Global Scaled CS — AI-Driven, Digital-First

United States Digital Space LLC; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

KongHQ is seeking a visionary Director of Scaled Customer Success to redefine how we support, retain, and grow our expanding global commercial base. This digital-first architect will blend human expertise with automation and AI to deliver world-class API connectivity and business value.

You will lead a global team of CSMs, design a scalable one-to-many strategy, and automate onboarding and adoption for thousands of users while introducing AI-driven tools for a personalized, high-touch feel at

Qualifications

• 10+ years in Customer Success, Account Management, or Professional Services in SaaS or Infra.
• 5+ years leading and scaling global or remote teams.
• Experience leading TAM/Technical CSM functions preferred.
• Proven track record building automated customer journeys with CS platforms.
• Able to translate data into retention strategies and forecasts.

Responsibilities

• Lead a global team of CSMs and foster technical excellence.
• Design a scalable low-touch CS strategy with high engagement.
• Build end-to-end digital customer journeys and automate onboarding.
• Apply AI-driven tools to personalize experiences at scale.
• Develop webinars, interactive docs, and self-service hubs.
• Forecast renewals and expansions with the Renewals Manager.

Skills

Customer Success

Global leadership

Data-driven

Digital-first

SaaS knowledge

API/microservices

Tools

Gainsight

Totango

ChurnZero

Job description

KongHQ is seeking a visionary Director of Scaled Customer Success to redefine how we support, retain, and grow our expanding global commercial base. This digital-first architect will blend human expertise with automation and AI to deliver world-class API connectivity and business value.

You will lead a global team of CSMs, design a scalable one-to-many strategy, and automate onboarding and adoption for thousands of users while introducing AI-driven tools for a personalized, high-touch feel at