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- Tasks: Lead the global Scale Customer Success strategy and enhance customer satisfaction.
- Company: Join EcoOnline, a forward-thinking SaaS company focused on digital-first solutions.
- Benefits: Enjoy generous PTO, health coverage, wellness initiatives, and recognition awards.
- Other info: Be part of a diverse team committed to inclusivity and personal empowerment.
- Why this job: Make a real impact by shaping customer success in a rapidly growing tech environment.
- Qualifications: 10+ years in Customer Success with proven leadership experience in a global SaaS setting.
The predicted salary is between 90000 - 120000 ÂŁ per year.
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 an individual‑contributor role reporting to the SVP of Customer Success, operating as the global owner of the Scale CS motion and working closely with regional CS leaders, Customer Marketing, RevOps, Product, Support, and Technology to improve 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 realization
- Early risk identification and proactive intervention
- Scalable education (webinars, digital programs, in‑app journeys)
- Expansion signal identification and structured lead handoff
QUALIFICATIONS & EXPERIENCE
- 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
BENEFITS
- 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. 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.
Director, Scale - Customer Success employer: EcoOnline
Contact Detail:
EcoOnline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Scale - Customer Success
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at EcoOnline or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching EcoOnline's culture and values. Tailor your responses to show how your experience aligns with their mission. We want to see that you’re not just a fit for the role, but for the team too!
✨Tip Number 3
Showcase your hands-on experience! Be ready to discuss specific examples of how you've built and scaled customer success strategies in the past. We love hearing about real-world applications and results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the EcoOnline family.
We think you need these skills to ace Director, Scale - Customer Success
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success and any relevant tech-touch strategies. We want to see how your background aligns with our global Scale Customer Success motion!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve successfully scaled customer success programs or improved customer satisfaction. Numbers and metrics can really make your application stand out!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only experienced but also a great fit for our team culture. Share what excites you about this role and why you want to join us at EcoOnline.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at EcoOnline
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Be ready to discuss how you've used these metrics in past roles to drive customer success and product adoption.
✨Showcase Your Strategic Thinking
Prepare examples of how you've designed and launched successful customer success strategies. Highlight your experience in building scalable models and how you’ve integrated AI and automation into your processes.
✨Demonstrate Cross-Functional Collaboration
Be ready to talk about your experience working with various teams like Product, Marketing, and RevOps. Share specific instances where your influence led to improved outcomes, even without direct authority.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific challenges in a global SaaS environment. Think through scenarios involving risk identification, customer engagement, and operationalising scale, and be prepared to share your thought process.