Director of Client Success Digital Strategy in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Client Success Digital Strategy in United States.

This leadership role sits at the intersection of customer success, digital transformation, and operational innovation, driving the evolution of multi-channel client engagement at scale. The position is responsible for shaping and executing a forward-looking digital strategy that enhances customer experience while improving efficiency across service operations. You will lead initiatives that modernize contact center and client interaction models through automation, AI, and digital platforms. The role combines strategic vision with hands-on execution, ensuring digital solutions translate into measurable improvements in satisfaction, performance, and cost efficiency. You will guide a specialized team focused on optimizing omnichannel experiences, including chat, email, and self-service tools. Acting as a key change agent, you will champion a digital-first mindset across the organization while partnering closely with senior leaders and cross-functional stakeholders.

• Define and drive the enterprise digital strategy for client success, ensuring alignment with customer experience and operational goals.
• Lead digital transformation initiatives across customer service channels, including chat, email, self-service, and emerging platforms.
• Own the digital innovation roadmap and project portfolio, ensuring initiatives deliver measurable ROI and performance improvements.
• Identify, evaluate, and implement new technologies (including AI, CRM, and automation tools) to enhance customer engagement and operational efficiency.
• Translate analog processes into scalable digital workflows in collaboration with cross-functional teams.
• Monitor and improve key performance indicators such as response time, resolution rates, and customer satisfaction metrics.
• Lead, mentor, and develop a team of digital strategy professionals, fostering a culture of innovation and continuous improvement.
• Build strong internal and external partnerships to expand the digital ecosystem and identify strategic opportunities.
• Evaluate third-party vendors and partnerships to strengthen capabilities and support long-term digital transformation goals.
• Serve as an executive-level advocate for digital adoption, influencing stakeholders and embedding a digital-first mindset across the organization.

• Bachelor’s degree in business, marketing, communications, or a related field preferred.
• 10+ years of experience in digital strategy, customer experience, operations, or technology-enabled transformation roles.
• 8+ years of experience launching and implementing digital platforms and solutions.
• 5+ years of experience leading contact center digital operations (chat, email, or omnichannel environments).
• 4+ years of experience managing teams with direct reports in a leadership capacity.
• Proven track record of leading digital transformation and customer experience improvement initiatives.
• Strong understanding of digital engagement platforms, including CRM systems, chat, email, social media, and self-service tools.
• Ability to interpret data, define KPIs, and use insights to drive strategic decision-making.
• Strong executive presence with excellent communication, presentation, and influencing skills.
• Highly analytical and adaptable, with the ability to thrive in fast-paced and evolving environments.
• Strong problem-solving mindset with the ability to manage competing priorities effectively.
• Demonstrated ability to inspire teams and drive performance in complex operational settings.

• Competitive annual salary ranging from $149,500 to $172,000 depending on experience and location.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company match.
• Generous paid time off including holidays, vacation, sick leave, and volunteer time.
• 12 weeks of paid parental leave.
• Pre-tax transit benefits and additional voluntary benefit options.
• Life insurance coverage at no cost and access to wellness incentive programs.
• Employee mentorship, leadership development, and internal growth opportunities.
• Flexible remote work environment (#LI-REMOTE).
• Award-winning workplace culture recognized for employee satisfaction and engagement.