Director of Customer Success at Sportsdigita in New York, NY

Job description

• The role, in one breath: Build the adoption program that doesn't exist yet. Wrangle several hundred accounts into a real coverage model instead of chaos. Coach a team of seven by actually watching their calls, not squinting at a dashboard and hoping. And do it all while making AI your secret weapon, not an afterthought. No quota chasing. No inherited playbook. You are not maintaining a machine, you are building one.

Responsibilities

• Go all-in on AI. Build live dashboards, automate the busywork, and stand up new processes using Claude and whatever else gets the job done faster and smarter. If it can be automated, it should be
• Own onboarding. From "contract signed" to "customer is actually using the thing"
• Own adoption. Across a customer base in the hundreds
• Build the coverage model. So priority accounts stop falling through the cracks
• Coach a team of 7. Through real call reviews, not just KPI screenshots
• Design the tiering framework. And then actually reassign accounts to match it
• Partner with design/delivery. To keep customer-facing work from slipping
• Be the adoption oracle. Feeding account health signals to execs and the AEs before renewal conversations get awkward

Requirements

• You are genuinely excited about AI tools like Claude. Not just using them, but figuring out what they can build for your team that did not exist yesterday
• You have led a CS team of 4–10 somewhere roughly our size and stage, not a giant enterprise org with 40 layers of process
• You have built an onboarding or adoption program from scratch, not just kept one running that someone else designed
• You coach off call recordings and direct observation, not just a dashboard glance
• You have worked cross-functionally with a design or delivery team and didn't find it annoying
• You are happy being in the weeds and leading (this isn't a "hire people to do the work" seat
• Ambiguity doesn't scare you. There is no playbook. You are the playbook.

Skills

Required

• Experience leading a CS team of 4–10