Director of Customer Success Strategy

Job Summary

A company is looking for a Sr. Director, Customer Success Innovation.

Key Responsibilities

• Define and refine the multi-year strategy for Customer Success, focusing on retention, adoption, and CSAT
• Develop AI-enabled Customer Success methodologies and translate AI capabilities into practical workflows
• Standardize global Customer Success methodologies and partner with teams to ensure data-driven practices

Required Qualifications

• 12+ years of experience in Customer Success, Strategy/Operations, or Management Consulting within SaaS or enterprise software
• 5+ years of experience leading teams in cross-functional environments
• Proven track record in driving large-scale transformation initiatives
• Deep understanding of Customer Success operating models and methodologies
• Experience operationalizing AI and analytics into customer workflows