Director, Customer Success (Digital)

Job Title: Director, Customer Success (Digital) 

Department: Customer Success

About the Role: 

As the Director, Customer Success (Digital), you will define and lead Unite Us’ digital customer success strategy for low-touch, scaled, and self-service customer segments. You will drive the evolution of the customer journey through operational excellence, customer lifecycle innovation, automation, and data-driven engagement strategies that improve adoption, retention, expansion, and long-term customer outcomes at scale.

You will partner cross-functionally with Customer Success, Sales, Product, Marketing, Operations, and Enablement leadership to ensure a seamless and measurable customer experience across the full lifecycle.

You will be a strategic operator with strong leadership capabilities, deep customer success expertise, and the ability to influence organizational priorities. You will lead a high-performing team responsible for digital engagement strategies, customer lifecycle programs, process optimization, and scalable account management initiatives that increase efficiency and customer value.

Highly analytical and customer-obsessed, you will translate business goals into scalable programs, systems, and operational frameworks that support Unite Us’ growth objectives.

What You'll Do:

Strategic Leadership & Vision

• Define and execute the strategic roadmap for Unite Us’ Digital Customer Success programs.
• Establish long-term operational and customer engagement strategies that improve retention, product adoption, customer health, and expansion opportunities across customer segments.
• Partner with senior leadership and cross-functional partners to align digital customer success initiatives with broader company objectives and growth strategies.
• Serve as a strategic and operational advisor to Customer Success leadership on customer lifecycle optimization, segmentation strategy, and digital engagement best practices.

Digital Customer Success Strategy

• Design and operationalize effective and scalable customer success programs that leverage automation, segmentation, AI-driven insights, and digital engagement methodologies.
• Own and continuously refine the customer journey for low-touch and self-service customers, ensuring clear paths to onboarding, adoption, maturity, renewal, and expansion.
• Develop scalable lifecycle campaigns and targeted nurture programs tailored to customer personas, market segments, and product adoption patterns.
• Establish playbooks, frameworks, and operational standards that create consistency across the Customer Success organization.
• Drive process optimization initiatives that improve efficiency, reduce customer friction, and increase team effectiveness.

Cross-Functional Leadership

• Drive collaboration with Sales, Product, Marketing, Support, Enablement, RevOps, and Data teams to improve the end-to-end customer experience.
• Influence upstream and downstream processes that impact customer sales, onboarding, implementation, adoption, support, and renewal outcomes.
• Partner with Product and Marketing teams to create customer education strategies, self-service resources, and scalable enablement content.
• Align with Revenue Operations, Finance and Customer Success leadership on forecasting, customer health modeling, and success metrics.

Team Leadership & Development

• Build, mentor, and lead a high-performing Digital Customer Success team focused on operational excellence and customer impact.
• Lead through influence across matrixed teams and stakeholders.

You’re a great fit for this role if:

• 8+ years of experience in Customer Success, Customer Success Operations, Account Management, or related customer-facing leadership roles.
• Proven success designing and scaling digital customer success programs for high-volume customer portfolios.
• You have familiarity with CRMs (i.e. Salesforce and/or Customer Success Platforms and experience developing processes that include these tools.
• Strong leadership, people management, executive communication, stakeholder management, and strategic planning capabilities.
• Ability to leverage AI-driven tools and automation to optimize operational efficiency, scale customer engagement, and enhance customer success outcomes is a plus

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. 
• This position may require 30% travel
• The target pay range for this role is: $140,000-$150,000. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• All team members will be required to pass a background check which includes criminal, employment, and education verification 

Benefits provided by Unite Us:

Medical, Dental, and Vision

We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.

Wellness

Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.

Flexible Time Off

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
Paid Parental Leave

Adoptive parents are included.

Employee Resource Groups

Join our ERGs to connect and engage with colleagues, like Military Veterans

Spending Accounts

We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.

401(k) + Employer Match

Enjoy matching, immediate vesting and financial wellness resources

Additional Benefits

Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents

Disability Coverage

Accident Insurance

Pet Insurance

As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

#LI-Remote