Full-Time Global Head of Scaled Customer Success

Ignition is seeking a seasoned operator with expertise in product-led B2B SaaS, ideally focused on the SMB market. With ambitious growth targets, we seek a leader who has scaled Customer Success teams to $100M ARR. Ignition's growth is driven by human-assisted motions in pre- and post-sales. While human interaction remains vital, we aim to embrace a product-led growth model. Reporting to the VP of Customer Experience, you'll shape the Customer Experience team's future, mentor team members, and ensure a strong customer service reputation while promoting scalability.

Key Responsibilities:

1. Develop and execute a scalable customer experience (CX) strategy, aligned with $100M ARR goals.
2. Design an organizational structure for optimal outcomes and sustainable headcount growth.
3. Establish and manage a pooled Customer Success Manager (CSM) team, focused on unassisted customer segments, guiding them in creating balanced digital outreach playbooks.
4. Review and optimize the tech stack, processes, and playbooks across customer success, support, and education to enhance scalability and CX touchpoints.
5. Collaborate with data engineering, CX ops, and the Growth product team to prioritize data-driven CX improvements (health scoring, churn prediction).
6. Continuously evaluate and update customer journey maps for various segments, focusing on minimizing human touchpoints through targeted content and communications.
7. Support and mentor the CX Leadership team, leveraging your experience to implement scalable solutions for revenue expansion, retention, support, and new vertical initiatives.
8. Ensure a smooth transition through complex transformations while maintaining team alignment and business continuity.

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