Senior Director of Customer Success
Job Summary
To drive the future of global Customer Success, the full-time Senior Director of Customer Success Transformation will architect a new operating model, connect transformation initiatives, and lead strategic initiatives in a fully remote capacity.
Key responsibilities
- Architect the future-state Customer Success operating model, integrating customer engagement, Professional Services, and technology
- Partner with executive leadership to define strategic choices and multi-year roadmaps that align Customer Success with company objectives
- Lead strategic transformation initiatives from problem definition through implementation, ensuring measurable outcomes and sustained adoption
Required qualifications
- 10+ years of experience in strategic transformation, operating model design, or related leadership roles within enterprise SaaS or technology organizations
- Demonstrated experience designing and implementing new operating models and transformation strategies
- Deep understanding of Customer Success and Professional Services operating models
- Strong understanding of recurring-revenue SaaS economics and customer outcomes
- Experience translating AI capabilities into business transformation opportunities in complex organizations
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