Director, Customer Success (Digital)

Job Title: Director, Customer Success (Digital) 

Department: Customer Success

• 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.

• 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.

• 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.

• 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.

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.

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

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

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.

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

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

Enjoy matching, immediate vesting and financial wellness resources