Full-Time Global Head of Scaled Customer Success

Ignition is seeking an experienced operator with proficiency in a product-led B2B SaaS environment, ideally with SMB focus. Aiming for $100M ARR, we need a leader capable of scaling Customer Success teams. Ignition's growth relies on human-assisted pre- and post-sale interactions. While human interaction remains vital, we seek a leader to guide the Customer Experience team in embracing a Product Led Growth model.

Reporting to the VP of Customer Experience, you'll shape the future of the CX team, mentoring key members and ensuring a strong customer service reputation while prioritizing scalability.

Key Responsibilities:

1. Develop and execute a scalable CX strategy, ensuring its integrity through $100M ARR.
2. Help design a sustainable org structure for optimal outcomes and headcount growth.
3. Establish and manage a pooled CSM team supporting unassisted customers, defining playbooks and processes balancing digital journeys and growth.
4. Conduct a tech stack, process, and playbook review recommending improvements for scalability and enhanced CX.
5. Collaborate with data, CX ops (RevOps), and Growth teams to prioritize data-driven CX improvements, including health scoring, churn prediction, and risk signals.
6. Continuously evaluate and update customer journey maps for various verticals and segments, optimizing experiences across customer lifecycles, minimizing human touchpoints with content and communication.
7. Oversee a CX program team, empowering them to develop scalable solutions for revenue expansion, retention, and new vertical initiatives, collaborating with key account management.

Key Metrics & Responsibilities:

• Improve unassisted customer cohort retention
• Drive Net Revenue Retention for unassisted customers
• Optimize payment volume (unassisted cohorts)

Requirements:

• 7+ years of experience as a Director+ in a PLG B2B SaaS business.
• Scaled Customer Success experience.
• Initiative & Operational Drive
• Mentoring & Team Development Experience
• Post-sale selling experience
• Experience with consumption-based products
• CSP, Enablement, and Reporting/Analytics Proficiency
• Change Management Experience
• Strong stakeholder management, including global stakeholders

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