Director, Scaled Customer Success & AI Operations

ECI Software Solutions, Inc.; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

ECI Software Solutions, Inc. is seeking a Director of Scaled Customer Success for a remote role in the U.S., with occasional travel. You will design and lead the scalable CS operating model, owning lifecycle programs and health signals to drive proactive engagement for 25,000+ customers.

You’ll collaborate with Product, Engineering, Analytics, and Marketing to evolve automation, AI, and human engagement while running the operating cadence and performance governance.

Qualifications

• 7+ years leading Customer Success Operations or similar in B2B SaaS.
• Built scaled CS programs with automation and lifecycle design.
• Strong systems mindset with analytics to improve metrics.
• Collaborates with engineering and product to evolve automation.

Responsibilities

• Own the scaled customer operating model through onboarding, adoption, renewal, expansion, and recovery.
• Lead the Scaled operations team and ensure strategy-execution alignment.
• Develop and maintain health scoring, behavioral signals, lifecycle triggers, and predictive models.
• Partner with GTM Engineering, Analytics, Product, Marketing, Support, and Services to evolve automation and AI capabilities.
• Establish metrics, governance, experimentation, and reviews to improve the platform over time.
• Foster a culture of experimentation to optimize engagement strategies and AI-driven interactions.

Skills

Scaled CS Programs

Systems Thinking

Automation

Stakeholder Management

Data Analysis

Cross-Functional Collaboration

Education

Bachelor's degree

Tools

CRM systems

BI/Analytics

Engagement automation platform

Job description

ECI Software Solutions, Inc. is seeking a Director of Scaled Customer Success for a remote role in the U.S., with occasional travel. You will design and lead the scalable CS operating model, owning lifecycle programs and health signals to drive proactive engagement for 25,000+ customers.

You’ll collaborate with Product, Engineering, Analytics, and Marketing to evolve automation, AI, and human engagement while running the operating cadence and performance governance.