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Director, Customer Intelligence & Digital Platforms
Full-time
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, cus
