Director of Customer Success

DIGIDECK

Our clients are the biggest brands in the world,  pro sports teams, major venues, live entertainment giants, Fortune 500 household names. They trust DIGIDECK to tell their story. Your job? Make sure they fall in love with DIGIDECK the second they sign, and never look back. White-glove onboarding, no exceptions, no excuses

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.

What you will actually be doing

• 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

What you bring

• 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.

The honest part (a.k.a. what you're walking into)

• We are an AI-forward company, full stop. If you are the type who wants to stick to spreadsheets and gut feel, this is not your seat
• Adoption is our #1 churn driver right now, and there's no program built for it. That's on you, starting week one
• Some onboarding timelines got promises that don't match reality. You inherit that gap and you fix it
• Renewal outcomes will shape how you are judged, even though renewals technically live with the SAE team. We know. We see it too
• This is NOT a role for someone who wants a mature program handed to them on a silver platter. There is no silver platter. There's a blank whiteboard, a lot of trust, and some seriously good AI tooling to build with 

How we will know you nailed it (12 months in)

• Manual, repetitive team processes have been automated away, dashboards, reporting, and workflows built with AI are just how things run now
• Every account has an owner, a tier, and an actual adoption plan
• No priority account goes dark for more than 60 days
• Onboarding timelines are realistic and met
• The whole team has been coached on calls and visibly leveled up
• SAEs walk into renewal conversations backed by real usage data, not vibes