Senior Director Customer Success

**We're making the world of digital assets accessible and secure for everyone. Join the mission.**

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 700 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets - including the Ledger hardware wallets line with more than 7.5 millions units already sold in 210 countries.

**Senior Director Customer Success**:
As the Director of Customer Experience, you will be responsible for revolutionizing and transforming Ledger’s Customer Success function, ensuring it evolves into a revenue enabler

while maintaining operational excellence. This role will spearhead global scaling, AI adoption, and monetization of our customer success division, shaping Ledger's next phase of growth and solidifying its position as a leader in the Web3 ecosystem.

**Your mission**:

- ** Strategic Impact**

A bold, charismatic leader, who collaborates closely with Business Unit heads to drive revenue, growth, retention, monetisation of support, customer lifetime value and customer satisfaction. You will establish the Customer Success department as a resilient and scalable pillar of the business as we move towards IPO readiness
- ** Transformation Leadership**

Proven experience in scaling and optimizing customer operations in a fast-paced global tech or Web3 environment. You will foster a culture of excellence, collaboration, accountability, and continuous learning, ensuring our teams operate at peak performance.
- ** Commercial Acumen**

A commercially astute leader with the ability to develop and implement new revenue streams, premium support offerings, and upsell strategies. You will redefine how Customer Success directly contributes to Ledger’s profitability.
- ** Operational & AI Excellence**

Expertise in Automation and AI-first customer support strategies. You will lead the integration of cutting-edge AI solutions to enhance customer experiences, optimize efficiency, and maintain 24/7 multilingual support at scale.
- ** Global Support Model Knowledge**

Deep understanding of international and multi-language support structures, with the ability to design and implement a flexible, scalable, and agile support model for both Consumer and Enterprise customers worldwide.
- ** Data driven and customer feedback**
- Capacity to analyse client data, and implement procedures to best use this data to improve customer experience, and personalize offers.
- Collect client feedback, and utilise this information to influence product roadmaps.
- ** Innovation and tech watch**

Responsibility for technological monitoring, and the identification of new innovation opportunities, particularly in AI, and Web3, that could improve client support.

**What we’re looking for**:

- Bachelor’s Degree or equivalent higher education certification
- At least 15 years of experience in Customer Success within a global tech environment
- Proven experience in scaling operations and driving large-scale transformations
- Strong track record in AI-powered customer support and automation
- Revenue-focused mindset with a history of monetizing customer service models
- Experience in managing geographically dispersed teams at scale.
- Bold and inspiring leadership style, capable of navigating complex stakeholder environments.
- Deep customer-centric mindset, understanding both Consumer and Enterprise behaviors
- Salesforce Service Cloud Certifications
- Expertise in Lean Six Sigma, Agile methodologies, or similar process improvement frameworks