Director Of Client Success Digital Strategy - Remote Eligible

Director Of Client Success Digital Strategy

This leadership role is ideal for a forward-thinking digital transformation expert passionate about elevating customer experience through innovation and operational excellence. As Director of Client Success Digital Strategy, you will shape and execute enterprise-wide digital initiatives that enhance engagement, optimize service delivery, and improve business performance across multiple customer channels. You will lead high-impact projects focused on automation, AI integration, omnichannel communication, and process modernization while managing and mentoring a high-performing team. This position offers the opportunity to collaborate closely with executive leadership and cross-functional stakeholders in a fast-paced, customer-centric environment. The role is fully remote within the United States and combines strategic influence with hands-on leadership in digital operations and customer success.

Accountabilities:

• Lead the development and execution of digital transformation strategies that improve customer engagement, operational efficiency, and overall client experience.
• Drive innovation initiatives by identifying and implementing new digital tools, AI solutions, CRM enhancements, and automation capabilities.
• Oversee digital communication channels including chat, email, self-service platforms, and omnichannel customer support strategies.
• Monitor and optimize KPIs related to customer satisfaction, response times, operational performance, and digital adoption.
• Collaborate with cross-functional teams to modernize processes, launch digital solutions, and support scalable business growth.
• Build and mentor a team of digital specialists, fostering a culture of collaboration, accountability, and continuous improvement.
• Manage digital project portfolios, measure ROI on initiatives, and ensure alignment with broader business objectives.
• Establish and maintain strong internal and external partnerships to support innovation and enhance digital service capabilities.

Requirements:

• Bachelor's degree in Business, Marketing, Communications, Technology, or a related field preferred.
• 10+ years of progressive experience in digital strategy, customer experience, operations, or technology-driven business environments.
• Minimum 8 years of experience implementing and managing digital platforms and transformation initiatives.
• At least 5 years of experience leading contact center digital operations, including chat and email support environments.
• Proven leadership experience managing teams and developing high-performing talent.
• Strong understanding of digital customer engagement tools, CRM systems, automation technologies, and omnichannel strategies.
• Demonstrated ability to lead enterprise-level digital transformation projects and influence senior stakeholders.
• Excellent analytical, communication, presentation, and problem-solving skills.
• Ability to thrive in a fast-paced environment while managing multiple priorities and projects simultaneously.
• Strong organizational skills, adaptability, and customer-focused mindset.

Benefits:

• Competitive annual salary ranging from $149,500 to $172,000
• Comprehensive medical, dental, and vision insurance
• 401(k) plan with company match
• Paid holidays, vacation time, sick leave, and volunteer time off
• 12 weeks of paid parental leave
• Wellness incentive programs and employee support initiatives
• Life insurance coverage and additional voluntary benefit options
• Pre-tax transit benefits and pet insurance discounts
• Career development, mentorship, and leadership growth opportunities
• Fully remote work flexibility within the United States.