Job Opportunities API

Job Description: The Director, Digital Customer Success Services   is responsible for   defining and executing the strategy, operating model, technology roadmap, and digital engagement ecosystem that enables scalable, data-driven, and AI-powered customer success at Vertex. This role   leads   the evolution of Customer Success Services (CSS) through intelligent automation, customer intelligence, digital engagement programs, customer community strategy, and enterprise platform optimization. The Director oversees the technology, data, analytics, automation, and digital experience capabilities that support the entire customer lifecycle—from onboarding and adoption through renewal, expansion, and advocacy. This leader   is responsible for   Gainsight and the broader CSS technology ecosystem, customer community strategy and execution, customer intelligence initiatives, AI-enabled workflows, digital success programs, and scalable customer engagement models that improve customer outcomes while increasing organizational efficiency and coverage. Partnering closely with Customer Success, Product, Marketing, Customer Experience, Data & Analytics, Operations, and Technology teams, this role drives transformation through innovative technologies, customer-centric design, operational excellence, and AI-powered decision-making. ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES: • Develop and execute the vision, strategy, and operating model for Digital Customer Success Services, aligning technology, customer engagement, community, intelligence, and AI capabilities to business   objectives . • Own the Customer Success Services technology ecosystem, including Gainsight, customer intelligence platforms, customer data integrations, automation tools, reporting solutions, and future-state AI capabilities. • Lead the strategy, governance, and optimization of the Vertex Customer Community, creating a scalable digital destination that drives self-service, product adoption, peer collaboration, customer education, advocacy, and innovation. • Design and implement AI-powered customer engagement programs that deliver personalized experiences across onboarding, adoption, value realization, renewal readiness, retention, and expansion motions. • Develop customer intelligence capabilities including segmentation, health modeling, predictive analytics, customer risk identification, opportunity detection, propensity scoring, and next-best-action recommendations. • Lead the development and deployment of agentic AI, intelligent automation, and digital orchestration capabilities that increase scalability, efficiency, consistency, and customer outcomes. • Establish and   optimize   digital customer   journeys   leveraging   customer health data, product telemetry, behavioral analytics, community engagement data, and customer feedback signals. • Design scalable digital coverage models that expand Customer Success reach through automation, AI-assisted engagement, self-service experiences, and community-driven support models. • Drive platform governance, administration, integration strategy, data quality, security, and operational standards to ensure trusted customer intelligence and scalable operations. • Partner cross- functionally   with Product, Engineering, Customer Experience, Marketing, Data & Analytics, Revenue Operations, and Technology teams to deliver integrated customer experiences and business outcomes. • Develop and   optimize   Customer Success Services processes, playbooks, lifecycle workflows, and operating frameworks that improve efficiency, consistency, customer adoption, and value realization. • Evaluate and pilot emerging technologies, AI innovations, and customer engagement capabilities while building business cases and   transformation   roadmaps that support organizational growth. • Define and manage executive-level KPIs, dashboards, reporting frameworks, and success metrics that measure customer outcomes, operational performance, digital engagement effectiveness, community impact, and AI adoption. • Serve as a champion for AI literacy, data-driven decision-making, digital transformation, and continuous innovation across Customer Success Services. • Drive continuous improvement initiatives that enhance customer   experiences , operational scalability, customer retention, advocacy, employee productivity, and business performance. SUPERVISORY RESPONSIBILITIES: • Serve as a champion for digital transformation by driving AI literacy, technology enablement, and best practice adoption across Customer Success & Services, elevating the organization's digital maturity and operational effectiveness. • Lead and develop a team responsible for Customer Success technology platforms, digital engagement programs, customer community management, automation, reporting, and AI-enabled customer success capabilities. • Establish strategic priorities, performance   objectives , development plans, and accountability measures aligned to Customer Success Services goals and organizational   objectives . • Foster a culture of innovation, customer-centricity, operational excellence, continuous improvement, and responsible AI adoption. • Serve as a player-coach leader, balancing strategic vision with hands-on leadership across transformational initiatives, platform innovation, and operational execution. • Manage resource planning, investment prioritization, team capacity, and organizational readiness to support ongoing growth and transformation initiatives. • Coach and develop team members in customer success technology, community strategy, AI capabilities, automation, digital engagement practices, customer experience, and operational excellence. • Partner with executive leadership to   identify   future capability needs and build the technical, operational, and digital skills necessary to scale Customer Success Services. • Lead recruiting, talent development, succession planning, and organizational design efforts that strengthen Vertex's digital customer success capabilities. REQUIRED QUALIFICATIONS: • Deep   expertise   in artificial intelligence, generative AI, agentic AI, machine learning, natural language processing, intelligent automation, recommendation engines, and advanced decisioning frameworks, with a proven   track record   of applying emerging technologies to transform customer success operations and business outcomes. • Extensive experience architecting and scaling AI-powered customer success strategies   leveraging   predictive intelligence, customer health modeling, propensity scoring, churn forecasting, autonomous workflows, next-best-action recommendations, and real-time customer orchestration. • Advanced   expertise   in enterprise data architecture, customer intelligence ecosystems, data governance, master data management, data quality frameworks, and machine learning solutions that enable trusted, scalable, and actionable customer intelligence across the enterprise. • Deep technical   proficiency   in customer success technologies and digital platforms, including Gainsight, Salesforce, customer community platforms, CRM ecosystems, customer data platforms (CDPs), cloud technologies, business intelligence solutions, marketing automation platforms, and enterprise software architectures. • Proven   expertise   in designing and implementing AI-powered customer experiences, intelligent journey orchestration, digital engagement ecosystems, behavioral analytics frameworks, product telemetry solutions, self-service strategies, and scalable automation capabilities that drive personalized customer   interactions at   scale. • Advanced knowledge of systems architecture, API-enabled ecosystems, cloud platforms, data pipelines, integration frameworks, interoperability standards, and enterprise platform governance   required   to deliver connected and scalable customer success technologies. • Demonstrated success leading enterprise platform strategy, administration, optimization, modernization, and digital transformation initiatives involving AI adoption, automation, intelligent workflows, and next-generation customer success capabilities. • Proven experience designing, launching, and scaling enterprise customer community ecosystems, including end-to-end ownership of strategy, platform selection, implementation, governance, engagement architecture, adoption programs, customer advocacy initiatives, operational management, and long-term growth. • Strong business and technology acumen with   demonstrated   success developing AI transformation strategies, operating models, technology roadmaps, business cases, innovation programs, and investment priorities that accelerate customer growth, retention, operational efficiency, and digital maturity. • Expertise   establishing   AI governance frameworks, responsible AI practices, model monitoring, risk management controls, and compliance standards that ensure ethical, secure, and effective deployment of enterprise AI capabilities. • Exceptional executive leadership, communication, and stakeholder management skills, with a proven ability to influence senior leaders, lead complex cross-functional transformation programs, drive enterprise AI adoption, and foster a culture of innovation, technical excellence, operational rigor, and continuous improvement. • Bachelor's Degree in Computer Science , Information Systems, Data Science, Artificial Intelligence, Engineering, Business, or   a related   field;   Master's Degree   or MBA preferred. • Minimum of 15 years of progressive leadership experience driving digital transformation, enterprise technology strategy,   customer success innovation, or large-scale operational modernization within complex SaaS or technology organizations. • Minimum of 1 5   years leading high-performing teams and enterprise-wide initiatives focused on AI adoption, customer technology, platform strategy, automation, digital engagement, and organizational transformation. • Recognized   expertise   in artificial intelligence, including generative AI, agentic AI, machine learning, predictive intelligence, autonomous workflows, intelligent decisioning, and scalable automation, with a proven   track record   of translating emerging technologies into measurable business value. • Demonstrated   expertise   building and scaling enterprise customer communities from strategy through implementation and long-term management, including platform selection, governance,   engagement architecture, customer advocacy programs, content strategy, and community-led growth initiatives. • Experience developing enterprise technology roadmaps, AI transformation strategies, operating models, and investment plans that align innovation, customer needs, and business   objectives   while   establishing   a foundation for future growth and scale. • Strong executive leadership presence with   demonstrated   success influencing senior leaders, driving cross-functional alignment, and leading enterprise transformation initiatives spanning Product, Engineering, Customer Success, Customer Experience, Marketing, Operations, Data, and Technology organizations. PREFERRED QUALIFICATIONS: • Demonstrated success designing and executing enterprise AI strategies that transform customer engagement, operational efficiency, decision intelligence, customer lifecycle management, and business performance. • Extensive experience leading the strategy, governance, architecture, and optimization of enterprise customer technology ecosystems, including CRM platforms, customer success technologies, community platforms, customer data environments, automation frameworks, and integrated digital engagement solutions. • Proven ability to architect scalable digital customer success models that   leverage   AI-powered engagement, intelligent journey orchestration, automation, self-service capabilities, and data-driven customer experiences to improve adoption, retention, growth,