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

• Develop and enhance a comprehensive client management strategy, service standards, and operational models across the enterprise.

• Ensure alignment of global implementation, support, and education functions with overarching business growth goals.

• Create governance frameworks, key performance indicators (KPIs), and performance benchmarks to assess success and foster accountability.

• Guide executive-level client interactions, focusing on strategic relationships and managing escalations.

• Manage budgeting, forecasting, and resource allocation for client-facing operations.

• Foster innovation in onboarding processes, service delivery, and renewal strategies to enhance retention and growth.

• Collaborate with Product and Sales leadership to improve customer lifecycle outcomes and align with customer feedback.

• Advocate for client success priorities in executive discussions and influence strategic enterprise decisions.

• Facilitate consistent and scalable performance across global teams through effective operational leadership.

• A Bachelor’s degree or equivalent experience; a Master’s degree is preferred.

• Over 12 years of experience in SaaS implementation, customer support, or customer success roles.

• More than 6 years of experience leading enterprise-level projects and cross-functional teams.

• A proven history of scaling global customer success or service operations effectively.

• Strong financial understanding with a background in managing multi-functional budgets.

• Evidence of successfully influencing enterprise strategy and engaging with executive stakeholders.

• Experience managing complex, integrated portfolios of SaaS clients.

• Initiatives promoting Diversity, Equity, Inclusion, and Belonging.

• Assurance of confidentiality in accordance with EEO guidelines.

• Commitment to non-discriminatory practices throughout the employee and customer lifecycle.

Senior Director, Client Success

People also viewed