Senior Director of Customer Success

Job Summary

Leading a newly formed cross-functional organization, the full-time Senior Director of Customer Success will drive operational excellence across Customer Experience functions, focusing on onboarding, data governance, and technology management.

Key responsibilities

• Design and manage onboarding curriculum and ongoing enablement programs for Customer Experience teams
• Standardize dashboards and KPI reporting to support data-driven decision-making across all CX organizations
• Own and execute a unified CX technology stack roadmap, ensuring effective vendor management and tool consolidation

Required qualifications

• Bachelor's degree in Business, Information Systems, Operations Management, or a related field
• 8+ years of progressive experience in CX operations or a related operational leadership role within a technology or SaaS company
• 5+ years of people management experience, including leading managers and cross-functional teams
• Demonstrated experience building and scaling enablement, data governance, or technology operations programs
• Proven ability to define KPIs, build dashboards, and translate data into actionable insights for senior leadership