Director, Digital Customer Success

Who We Are

At StellarAlgo we are inspired and united around innovating the future of fan experiences.  We are brought together by the belief that accessible and actionable data inspires the personalized and authentic experiences that create lifelong fans. Through a combination of embracing challenges, a belief that alignment enables autonomy and a committed team, we believe in empowering our players to achieve big things where it comes to solving interesting problems with data. In fact, our biggest investment is in you; we give you what you need to focus on your professional growth and career development, all while developing software that directly impacts our customers and their fans. We will challenge you and you will be surrounded by people equally committed to the company's success, allowing for constant collaboration. 

The Role: Are you up for the challenge? 

StellarAlgo is the sports CDP that makes it easy to access and take action on fan data across teams and leagues, increasing fan engagement, revenue and sponsorship opportunities. We're focused on growing and monetizing the world's most passionate digital audiences by recruiting high performers who know how to go for gold, work with their team, solve problems in real time, and speak up with creative ideas.

We're seeking a Director, Digital Customer Success & Operations — a player/coach who is a creative, systems-minded leader that can reimagine how we engage, educate, and scale value for our customers. This role will oversee Digital Strategy, they will architect and build the systems and processes that power our Customer Success team, ensuring every interaction across the post-sales lifecycle is scalable, insight-driven, and impactful.   

You'll combine strategic vision, creative journey design, and operational discipline to deliver digital and human experiences that inspire customer confidence, accelerate time-to-value, and deepen loyalty. The ideal candidate blends technical fluency with curiosity, storytelling, and innovation — building a digital foundation that scales while keeping every customer connection personal and impactful. 

What You'll Do

Digital Strategy & Vision 

• Define and execute the digital strategy for Customer Success — integrating technology, automation, and content to drive adoption, retention, and expansion.
  
• Champion creative, data-driven customer journeys that balance automation with authentic engagement.
  
• Partner with Community, Product, Marketing, and CS leadership to continuously evolve the post-sales experience around measurable value realization.
  
• Evaluate emerging technologies and trends in CS automation, AI-driven insights, and digital engagement to ensure StellarAlgo remains at the forefront of scalable customer success delivery. 

Customer Journey Design & Innovation 

• Map, design, and refine end-to-end digital customer journeys across segments and lifecycle stages.
  
• Experiment with innovative engagement models, content, and delivery methods that enhance customer learning, activation, and satisfaction.
  
• Translate complex processes into intuitive digital and human interactions that create lasting impact.
  

Community & Education Leadership 

• Collaborate with the StellarAlgo's Customer Community & Education team, driving peer-to-peer connection, best-practice sharing, and advocacy among leagues, and teams, as well as impactful onboarding, certification, and enablement programs. 
• Partner with Marketing and Product to evolve the content strategy — building an ecosystem of learning resources that scale expertise and drive adoption. 

Technology & Platform Enablement 

• Develop the strategy and execute the configuration of digital customer engagement platforms (e.g., EverAfter, Intercom, HubSpot, StaircaseAI, DISCO). 
• Ensure technology decisions support both creativity and scalability — enhancing engagement, insight, and operational efficiency.
  
• Partner with IT and Security to assess technical fit, vendor risk, and integration architecture for all new platforms.
  
• Ensure systems are configured to support accurate data flow, analytics, and governance across CS, AM, and Delivery. 

Operational Excellence 

• Design, implement, and optimize customer success workflows and automation playbooks across customer segments to improve efficiency and experience. 
• Standardize processes that enable consistent delivery of onboarding, adoption, and renewal activities — reducing manual effort while increasing impact.
  
• Define and track KPIs tied to time-to-value, product adoption, customer health, GRR, NRR, engagement, education impact, and community growth.
  
• Use insights to continuously improve digital programs and ensure measurable, repeatable success.
  

Leadership & Collaboration 

• Build a culture of innovation, accountability, and customer empathy — blend creative design with operational excellence.
  
• Partner across CS, Account Management, Sales, Product, Delivery, and Marketing to align the digital customer experience with company-wide goals.
  

What We're Looking For 

• 7+ years of demonstrating progressive customer success experience leading relevant teams (Customer Success Managers, Account Management, Customer Marketing) and/or operations in a SaaS product company. 
• Experience driving large-scale digital transformation and operational maturity across post-sales functions. 
• Proven ability to define and lead digital engagement strategies (i.e., digital journey creation, content marketing, etc.) that drive measurable adoption and retention. 
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
  
• Rich knowledge and track record with email campaigns, in-app experience, webinars/events, and certifications. 
• Bachelor's degree in business, operations, marketing, or a related field. 
• Working knowledge of digital engagement and CS platforms (HubSpot, Intercom, EverAfter, StaircaseAI, DISCO, or similar). 
  

Who You Are 
A creative problem-solver with a talent for blending data, technology, and storytelling to design exceptional customer experiences, with an analytical mindset and a proven ability to translate metrics into strategy and execution. You're a strong verbal and written communicator who can clearly articulate strategies and plans, supported by a solid understanding of Customer Success, Support, and Professional Services models.

The data is clear – diverse teams are not only the right way to go, they're the profitable way to go. StellarAlgo is an equal opportunity employer that prioritizes creating an inclusive work environment for our team. We focus on hiring candidates with unique perspectives and opinions that improve our ability to apply creative solutions to complex problems.

This role is hybrid for applicants located within 75km of Calgary, and remote for others across Canada.

Check out our blog posts to learn more about StellarAlgo's culture