Director, Scale - Customer Success
About this role
<p><strong>Want to be a part of a company that’s making a difference?</strong></p><p>We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver<strong> </strong>solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.</p><p>🌍 <strong>Impact:</strong> A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.</p><p>💡 <strong>Innovation: </strong>Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.</p><p>📈 <strong>Growth: </strong>Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.</p><p><strong>We're on a mission to protect people and the planet </strong>by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.</p><p><a target="_blank" href="https://www.ecoonline.com/careers/">Our culture code</a>, a set of principles that underpins our values, is our commitment to each other and working better together.</p><p><strong>Join EcoOnline and be part of a mission dedicated to driving positive change.</strong> Read on to learn more about the opportunity and how you can have a positive impact!</p><p><strong><br>About the Role</strong></p><p><span>EcoOnline is building a <strong>productised, global Scale Customer Success motion</strong> to support a rapidly growing base of digital-first customers. We are looking for a <strong>senior, hands-on leader</strong> to design, launch, and scale this capability globally — from strategy through execution. </span></p><div><p style="text-align:left;"><span>This is a <strong>individual contributor role</strong> reporting to the <strong>SVP of Customer Success</strong>. You will operate as the global owner of the Scale CS motion, working closely with regional CS leaders, Customer Marketing, RevOps, Product, Support, and Technology to deliver <strong>measurable improvements in customer satisfaction, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR)</strong> across our Scale segment. </span></p></div><p></p><p><strong>Key Responsibilities:</strong></p><p><span><strong>Build and own EcoOnline’s global Scale Customer Success strategy</strong> </span></p><div><ul><li><p style="text-align:left;"><span>Design, launch and operate a globally consistent, regionally executable Scale CS operating model </span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Architect a multi-year roadmap that blends digital engagement, pooled technical expertise, and scalable success motions, increasingly powered by AI and automation </span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Ensure the model drives: </span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Product adoption and value realisation </span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Early risk identification and proactive intervention </span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Scalable education (webinars, digital programs, in-app journeys) </span></p></li></ul></div><div><ul><li><p style="text-align:left;"><span>Expansion signal identification and structured lead handoff </span></p></li></ul></div><div><p style="text-align:left;"><span><strong>Operationalise scale</strong> </sp