Director of Scale, EcoOnline
Customer Success
Health and safety, chemical & ESG software
Open for applications
Health and safety, chemical & ESG software
501-1000 employees
Open for applications
501-1000 employees
Company mission
To help our customers create safe, sustainable, efficient, and attractive workplaces through user-friendly SaaS tools.
Role
Who you are
- We are looking for a senior, hands-on leader to design, launch, and scale this capability globally — from strategy through execution
- 10+ years in Customer Success, CX, or Product-Led Growth roles, including 5+ years operating at a senior or leadership level
- Proven experience building a Scale / tech-touch Customer Success motion from scratch
- Experience operating in a global SaaS environment with regional execution
- Strong cross-functional operator - able to align and deliver without line management
- Hands-on mindset: strategic thinker who is comfortable rolling up sleeves
- Demonstrated success scaling digital customer success programs across segments
- Strong grasp of lifecycle and outcome-based frameworks (e.g. CARE, LAER) and metric-driven storytelling
- Familiarity with AI-enabled CS tooling, journey orchestration, and agentic models
- Track record of effective cross-functional leadership across Product, Marketing, RevOps, and R&D
- Excellent communication skills with the ability to influence executive and technical stakeholders
- Background in SaaS, cybersecurity, or enterprise software environments
- Experience with LMS strategies, community-led growth, and digital education platforms
- Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed
What the job involves
- This is a individual contributor role reporting to the SVP of Customer Success. 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 measurable improvements in customer satisfaction, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR) across our Scale segment
- Design, launch and operate a globally consistent, regionally executable Scale CS operating model
- Architect a multi-year roadmap that blends digital engagement, pooled technical expertise, and scalable success motions, increasingly powered by AI and automation
- Ensure the model drives:
- Product adoption and value realisation
- Early risk identification and proactive intervention
- Scalable education (webinars, digital programs, in-app journeys)
- Expansion signal identification and structured lead handoff
- Define and standardise programs, playbooks, KPIs, and processes that can be executed consistently across regions
- Design the end-to-end Scale motion across our tech stack (Planhat, Salesforce, HubSpot, Pendo), partnering with RevOps and Technology to ensure strong data foundations, automation, and visibility
- Create and quality-assure global Scale CS assets (e.g. webinar frameworks, lifecycle campaigns, digital playbooks), with regional teams localising and delivering in-market
- Serve as the global point of alignment for Scale CS, influencing outcomes across teams without direct authority
- Partner closely with CS Leadership, Product, Marketing, Support, and RevOps to deliver a unified digital customer experience
- Run a test-and-learn operating rhythm, continuously iterating the model based on performance data and customer outcomes
Our take
Workplace safety lies primarily in the hands of workers and employees. EcoOnline has set out to challenge unsafe work environments and practices by providing employee training and workplace safety solutions in the form of EHS and chemical management SaaS tools.
Its solutions are extremely customisable and so cover a wide range of different industries. This has allowed the company to attract customers such as the NHS, Siemens, Legoland and Johnson & Johnson.
EcoOnline is constantly adding newer EHS areas such as sustainability to its portfolio of solutions which will help expand its customer base even further. Backed by strong institutional investors, listed on the Oslo exchange, and boosted by several acquisitions, the company is well set to see continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (1 round)
Feb 2019
$0.6m
GRANT
Total funding: $0.6m
Company benefits
- Robust health coverage
- Extended parental leave
- Generous paid time off
- Accelerated learning paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Company HQ
London, UK
Leadership
Tom Goodmanson
(CEO)Tom has a wealth of leadership experience, having served as Sr. Manager at KPMG, President and CEO of Calabrio, CFO of Magenic Technologies, and CFAO at Gelco Expense Management.
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