Director, Digital Customer Success

Description The Company The Kantata Cloud for Professional Services™ gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most important asset: their people. By leveraging Kantata, professionals gain access to the information and tools they need to win more business, ensure the right people are always available at the right time, and delight clients with exceptional project delivery and outcomes. Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work! About the Opportunity As a Director, Digital Customer Success at Kantata you will lead a modern, data-driven, and AI-augmented approach to Customer Success. You will build and lead our digital-first engagement model, enabling scalable, tech-powered customer experiences across the full lifecycle and our entire customer operating system. This role spans the entire post-sale customer journey, overseeing strategy and execution across Digital Customer Success and Tech-Touch Programs, Community and Education Strategy, Product Experience, AI and Agentic Customer Engagement, and Support Collaboration and Deflection Efficiency. You’ll partner deeply with Product, Support, Education, RevOps, and Marketing to execute a unified digital motion, driving efficiency, retention, and product adoption through digital channels. Primary Responsibilities Strategic Leadership: Build and execute a unified digital CS strategy that scales across all segments and products, driving efficiency, retention, and product adoption through digital channels. Engagement Model Design: Design and operationalize tech-touch and hybrid engagement models, including digital success planning and lifecycle-based journey orchestration. AI & Automation Integration: Embed automation and AI into the customer journey, from onboarding flows and stakeholder alerts to in-app engagement and intelligent nudges. Tech Stack Ownership: Own the digital engagement tech stack, including Gainsight, PX, AI copilots/agents, knowledge systems, community platforms, and LMS tools. Community-Led Success: Drive community-led success by integrating digital CS with customer community and education functions, supporting peer learning, events, and enablement at scale. Support Collaboration: Collaborate with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service rates. KPI Framework: Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. Change Management: Drive change management efforts, navigating organizational shifts and executing strategic transformation initiatives across the Customer Success organization Executive Engagement: Actively engage with the Executive Leadership team to align and advance company-wide Digital Customer Success priorities, including product innovation and prioritization . What You Bring To The Role 15+ years of experience in Customer Success, digital programs, or scaled operations roles in B2B SaaS Proven track record leading large-scale digital CS transformations, ideally across multiple segments Deep familiarity with AI tooling, journey orchestration, and agentic models in CS Strong understanding of community-led growth, customer education, and LMS strategies Demonstrated experience with metrics-based storytelling and reporting to senior leadership Strategic vision and ability to anticipate business challenges and develop innovative solutions Builder mindset: bring structure, speed, and clarity to ambiguous problems; outcome-oriented and scrappy Commitment to Kantata’s core values: Put People First, Create Remarkable Client Experiences, Lead the Way, and Embrace Authenticity Compensation The base salary range for this position is USD $150,000 to $180,000 This position is eligible to participate in a Company Wide Bonus Plan. *The above represents the expected salary range for this job requisition. Other compensation considerations include: location, relevant experience and other job-related factors. Our Philosophy We know every company can be successful with the right technology and when people are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy: ● An intentionally engaging and collaborative culture - ditch the silo! ● Strong work-life balance that’s a true focus of the company ● The chance to learn from some of the best people in the business ● A vibrant, collaborative and devoted team, who still makes time for fun At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect and celebrate everyone’s unique strengths from all different walks of life. As we continue to cultivate diversity within the company, our product (and people!) innovation continues to flourish. Kantata is an Equal Opportunity Employer.