Director, Customer Success – Service

This is a fully remote position, open to applicants in United States.

📋 Description

• Integrate within portfolio companies to identify opportunities, outline strategic priorities, and implement enhancements related to AI utilization, process automation, workflow and knowledge optimization, organizational structure, and inter-departmental processes.

• Provide counsel to portfolio company leaders, such as CEOs, COOs, CCOs, CTOs, and other functional heads, on initiatives that promote specific performance objectives.

• Develop and formalize best practices into products and playbooks for widespread implementation across portfolio companies.

• Create and manage cross-portfolio initiatives that promote the adoption of best practices and produce scalable results.

• Propel the adoption of cutting-edge technologies and operational innovations by pinpointing use cases, suggesting technology partners, and designing scalable tech solutions.

• Collaborate with investment professionals on developing investment theses, investment modeling, and planning for value creation in new investments.

• Foster relationships with vendors and technology partners while overseeing solution implementation and tracking measurable outcomes.

⛳️ Requirements

• A genuine interest in how AI is transforming support and service delivery.

• Over 10 years of experience in technology companies with increasing responsibilities, including team leadership.

• More than 3 years of operations experience at a rapidly growing enterprise SaaS company with a minimum of $300 million in annual revenue; preferred experience in Services, Onboarding, or Customer Support.

• At least 2 years of experience at a prestigious consulting firm, investment bank, venture capital firm, or private equity firm; a focus on enterprise SaaS is preferred.

• Proven experience in leading transformative projects involving AI adoption, organizational design, and workflow automation or optimization, demonstrating significant and quantifiable business impact.

• Demonstrated capability in utilizing AI tools, such as LLM APIs, agents, or AI-native workflows.

• Experience collaborating closely with C-level executives.

• Strong analytical skills with the ability to handle large-scale data.

• Excellent organizational skills and the capacity to juggle multiple projects and priorities.

• Ability to navigate ambiguity and deliver results in a fast-paced, high-pressure environment.

• Strong influencing skills with stakeholders across various levels of seniority.

🏝️ Benefits

• Potential inclusion of an annual cash bonus.

• Possible comprehensive benefits package.