Director of Digital Customer Success

Are you driven by innovation and looking to thrive in a fast-paced, growing environment?

Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

We are seeking a Director of Digital Customer Success to join our growing team. In this role, you will redefine how we manage and engage with a broad segment of our customer base through scalable and innovative strategies.

Your role will include:

• Designing and leading digital campaigns and communication strategies for smaller customers.
• Owning and evolving the company’s customer health score, using data-driven insights to refine and optimize for long-term visibility and success.
• Managing a Pooled Customer Success Management (CSM) team, equipping them with tools and training to excel in a scalable, product-focused environment.
• Collaborating cross-functionally with Marketing, Product, Sales, Support, Services, and Finance to align on customer value initiatives.
• Implementing innovative solutions using AI, health scores, digital adoption metrics, and other technologies to maximize customer outcomes.
• Driving transformative initiatives across the company, reporting directly to leadership on impact and progress.

What You’ll Be Doing (Key Responsibilities):

• Design and execute digital-first strategies to improve customer engagement and retention.
• Lead the Pooled CSM team to ensure exceptional service and scalable support.
• Use advanced analytics tools to extract actionable insights for customer success.

Success Criteria:

• Increased customer satisfaction and health scores.
• Measurable improvements in customer retention and product adoption.
• Effective collaboration and alignment across departments to drive results.

Requirements

• 5+ years of experience in B2B SaaS, with a track record of leading impactful, data-driven initiatives.
• 3+ years in roles such as Marketing, Product, Strategy, Operations, or Customer Success with a focus on customer adoption and retention.
• Proven ability to solve ambiguous problems and implement scalable solutions.
• Strong communication and collaboration skills, with an ability to influence across teams and levels.
• Familiarity with systems like Gainsight, Pendo, and Salesforce (or similar).

Benefits

You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio: 

• Global team recognized for their passion for innovation. 

• Innovative product culture and project exposure. 

• Training and development from industry-leading experts. 

• Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. 

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent  

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work! 

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. ​ Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 9 years in a row, a 2022 certified Great Place to Work UK, named one of BC’s Top Employers for 2023, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.   

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.  

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing [email protected]. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. 

Ready for Exponential Career Opportunities? Apply now