Senior Director of Customer Delivery
Job Summary
Leading a global team of customer success professionals, the full-time Senior Director of Customer Delivery will oversee onboarding, retention, and customer success management, ensuring customer satisfaction and success in a remote environment.
Key Responsibilities
- Own onboarding, Q&A, and retention delivery across adoption and product advisors
- Lead Customer Success Management across the United States and India, managing a segment model and renewal forecasts
- Design and implement capacity models for a follow-the-sun delivery organization to optimize coverage and efficiency
Required Qualifications
- 12+ years in post-sales, customer success, or service delivery leadership, with 5+ years leading teams
- Experience managing a 200+ person customer-facing delivery organization with 24/7 coverage
- Proven track record of improving retention or time-to-value metrics at the company level
- Fluency in capacity modeling and staffing analytics
- Bachelor's degree or equivalent experience in a SaaS environment
Complete Job Description
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