Global Scaled CS Director — AI-Driven, Low-Touch Growth

DaParrot Ltd; United States; Remote; USD 180,000 - 260,000; Full time

Job summary

Kong Inc., the AI Connectivity Company, seeks a visionary Director of Scaled Customer Success to redefine how we support, retain, and grow our expanding global commercial base. This is not a traditional role; it blends human expertise with automation and AI to build scalable, digital-first customer journeys.

You will lead a high-performing global team of CSMs, design a low-touch strategy, and drive time-to-value for thousands of users through AI-enabled workflows and a rich self-service content

Qualifications

• 10+ years of professional experience in Customer Success, Account Management, or Professional Services within SaaS or infrastructure.
• 5+ years of leading and scaling globally distributed teams, ideally remote.

Responsibilities

• Lead a global team of Customer Success Managers (CSMs) and shape a scalable, digital-first CS model.
• Develop and execute a low-touch, one-to-many CS strategy that drives engagement with minimal manual intervention.
• Build end-to-end digital onboarding and adoption journeys to accelerate time-to-value for thousands of users.
• Identify and deploy AI-driven tools and workflows to personalize experiences at scale.
• Create a content engine of automated webinars, docs, and self-service hubs to support customers.
• Monitor health metrics and bridge Value Debt to improve retention and expansion.
• Partner with Renewals to forecast annual and quarterly outcomes.

Skills

Customer Success

Account Management

Leadership

Automation

AI familiarity

Data analysis

Remote leadership

Technical CSM

Tools

Gainsight

Totango

ChurnZero

Job description

Kong Inc., the AI Connectivity Company, seeks a visionary Director of Scaled Customer Success to redefine how we support, retain, and grow our expanding global commercial base. This is not a traditional role; it blends human expertise with automation and AI to build scalable, digital-first customer journeys.

You will lead a high-performing global team of CSMs, design a low-touch strategy, and drive time-to-value for thousands of users through AI-enabled workflows and a rich self-service content