Director, Scale - Customer Success

Want to be a part of a company that’s making a difference? We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers. 🌍 Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces. 💡 Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed. 📈 Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector. We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers. Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together. Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact! About the Role EcoOnline is building a productised, global Scale Customer Success motion to support a rapidly growing base of digital-first customers. We are looking for a senior, hands-on leader to design, launch, and scale this capability globally — from strategy through execution. This is a individual contributor role reporting to the SVP of Customer Success . You will operate as the global owner of the Scale CS motion, working closely with regional CS leaders, Customer Marketing, RevOps, Product, Support, and Technology to deliver measurable improvements in customer satisfaction, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR) across our Scale segment. Key Responsibilities: Build and own EcoOnline’s global Scale Customer Success strategy Design, launch and operate a globally consistent, regionally executable Scale CS operating model Architect a multi-year roadmap that blends digital engagement, pooled technical expertise, and scalable success motions, increasingly powered by AI and automation Ensure the model drives: Product adoption and value realisation Early risk identification and proactive intervention Scalable education (webinars, digital programs, in-app journeys) Expansion signal identification and structured lead handoff Operationalise scale Define and standardise programs, playbooks, KPIs, and processes that can be executed consistently across regions Design the end-to-end Scale motion across our tech stack (Planhat, Salesforce, HubSpot, Pendo), partnering with RevOps and Technology to ensure strong data foundations, automation, and visibility Create and quality-assure global Scale CS assets (e.g. webinar frameworks, lifecycle campaigns, digital playbooks), with regional teams localising and delivering in-market Act as a global connector and influencer Serve as the global point of alignment for Scale CS, influencing outcomes across teams without direct authority Partner closely with CS Leadership, Product, Marketing, Support, and RevOps to deliver a unified digital customer experience Run a test-and-learn operating rhythm, continuously iterating the model based on performance data and customer outcomes What we're looking for: 10+ years in Customer Success, CX, or Product-Led Growth roles, including 3+ years operating at a senior or leadership level Proven experience building a Scale / tech-touch Customer Success motion from scratch Experience operating in a global SaaS environment with regional execution Strong cross-functional operator - able to align and deliver without line management Hands-on mindset: strategic thinker who is comfortable rolling up sleeves Demonstrated success scaling digital customer success programs across segments Strong grasp of lifecycle and outcome-based frameworks (e.g. CARE, LAER) and metric-driven storytelling Familiarity with AI-enabled CS tooling, journey orchestration, and agentic models Track record of effective cross-functional leadership across Product, Marketing, RevOps, and R&D Excellent communication skills with the ability to influence executive and technical stakeholders Background in SaaS, cybersecurity, or enterprise software environments Experience with LMS strategies, community-led growth, and digital education platforms Our Benefits: We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process. 🌴 Generous Paid Time Off 🍼 Extended Parental Leave ❤️🩹 Robust Health Coverage 💡 Accelerated Learning Paths 🧘♂️Team Wellness Initiatives 📆 Company-wide Events 🌎 Employee Resource Groups ⭐️ Recognition awards EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner. #LI-Hybrid