Strategic Leadership & Team Management

• Execute and evolve the JazzHR digital customer experience strategy aligned to company goals and customer needs.
• Lead and coach the Digital CS team to drive performance, accountability, and team development.
• Act as a voice of the customer and subject matter expert in digital success, identifying experience gaps and championing improvements across the org.
• Represent Digital CS in cross-functional planning with Product, Marketing, RevOps, and Support to ensure aligned execution and strategy.
• Stay ahead of trends in AI, automation, and digital success to continuously enhance our service model.

Operational Excellence & Accountability

• Own and enforce service-level adherence, queue health, and prioritization workflows to ensure timely and consistent customer engagement.
• Monitor and optimize key digital CS KPIs (e.g., time to resolution, deflection rate, bot engagement, churn indicators).
• Create systems and processes that promote ownership, responsiveness, and transparency across all levels of the team.
• Lead recurring business reviews and reporting to highlight impact, risks, and opportunities.

Automation & Scalable Support Systems

• Identify and implement automation and tooling enhancements that reduce manual burden and improve the customer experience.
• Own the strategy and execution for case deflection, including chatbot optimization, help article development, and proactive in-app messaging.
• Partner with Product and Support to identify friction points and prioritize self-service resources that drive measurable efficiency gains.

Enablement & Change Leadership

• Develop and deliver training programs, SOPs, and playbooks to support team adoption of new tools, processes, and automation.
• Lead change management efforts to roll out enhancements effectively, gather team feedback, and iterate.
• Foster a high-trust, feedback-oriented culture focused on delivering value and driving outcomes.

What You’ll Bring:

• Bachelor’s degree in a relevant field; advanced degree a plus.
• 3+ years managing high volume, high growth digital-first low touch or hybrid CS teams with ideally experience with diverse customer base mix, including both standard annual SaaS customers and non-termed customers on shorter-term contracts, requiring tailored engagement and retention strategies.
• 5+ years of experience in customer success or account management
• PE and M&A experience
• Proven success building and scaling operational systems and digital automation strategies in a SaaS environment.
• Strong understanding of digital CS tools and analytics (e.g., Gainsight, Salesforce, chatbot platforms, reporting dashboards).
• Experience driving cross-functional collaboration and aligning multiple stakeholders around a shared customer vision.
• Exceptional organizational, communication, and leadership skills with a bias toward action and ownership.
• A passion for process improvement, customer-centricity, and building empowered, engaged teams.