Director, Scaled Customer Success & VoC Programs

LVT (LiveView Technologies); American Fork (UT); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Flexible PTO

Job summary

LiveView Technologies is seeking a Director, Scaled Customer Success & Voice of Customer to lead a high‑performing team of Success Program Managers and own our digital engagement engine and VoC architecture.

Based in American Fork, Utah, with up to 10% travel, the role drives long‑tail retention and expansion, accelerates product adoption, and ensures customer insights shape cross‑functional strategy.

Qualifications

• 6+ years of leadership experience within Customer Success, Scale/Digital CS, or Customer Experience in B2B SaaS.
• Track record of producing scalable digital content architectures (academies, in-app guides, learning paths).
• Deep expertise in building, scaling, and operationalizing end-to-end VoC and feedback loop frameworks (NPS, CSAT, CES, sentiment modeling).
• Solid understanding of SaaS unit economics, GRR/NRR growth levers, and expansion strategies across scaled long-tail segments.
• Hands-on experience with core CS platforms (Gainsight, ChurnZero, Totango), Product Analytics (Pendo, Gainsight PX, Mixpanel), VoC Software (Qualtrics, Medallia), and LMS platforms (Skilljar, Intellum).
• Exceptional verbal, written, and presentation skills with a demonstrated ability to articulate vision and synthesize complex sentiment data for C-suite stakeholders.

Responsibilities

• Team Leadership & Development: Recruit, manage, and empower a team of Success Program Managers, setting clear performance expectations, driving accountability, and fostering a high-performance, customer-centric team culture.
• Digital CS Strategy & Long-Tail Revenue Growth: Design and execute automated lifecycle strategies to protect GRR and drive NRR expansion across the long-tail account base.
• Omni-Cohort Content Engine: Direct the creation, distribution, and refinement of digital learning assets—including onboarding flows and customer academies.
• Automated Lifecycle Journeys & Health Models: Build trigger-based campaigns and health models to identify expansion readiness and reduce churn.
• VoC Governance: Establish a multi-channel VoC feedback architecture to uncover sentiment trends across the customer lifecycle.
• Closed-Loop Feedback Orchestration: Institutionalize processes to ensure customer insights shape Product, Marketing, Sales, and GTM strategies.
• Cross-Functional Alignment & Tech Stack Ownership: Align digital programs with product releases and maintain CS tech stack (Gainsight, Pendo, Qualtrics, Skilljar).
• Executive Visibility & KPI Performance: Track and report long-tail NRR/GRR, content engagement, time-to-value, and VoC resolution rates.

Skills

CS leadership

Digital content & enablement

VoC framework architecture

Data-driven SaaS

Gainsight/ChurnZero/Totango

Executive communication

Tools

Gainsight

ChurnZero

Totango

Pendo

Gainsight PX

Mixpanel

Qualtrics

Medallia

Skilljar

Intellum

Job description

LiveView Technologies is seeking a Director, Scaled Customer Success & Voice of Customer to lead a high‑performing team of Success Program Managers and own our digital engagement engine and VoC architecture.

Based in American Fork, Utah, with up to 10% travel, the role drives long‑tail retention and expansion, accelerates product adoption, and ensures customer insights shape cross‑functional strategy.