Senior Director, Customer Delivery

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

📋 Description

• Take charge of onboarding, Q&A, and retention initiatives across adoption, retention, and product advisors, along with their managers and the concierge function.

• Oversee Customer Success Managers in both the United States and India, including managing the segment model and renewal forecasting.

• Manage the coverage model for a follow-the-sun, on-demand delivery organization.

• Handle retention comprehensively throughout the customer's initial quarter.

• Enhance department performance and elevate the median performance among the assessed population.

• Design and execute staffing tests that focus on seniority, call duration, and segment-specific delivery strategies.

• Operate within a streamlined headcount plan and assess efficiency through automation and AI-assisted delivery.

• Collaborate with Revenue Growth, Support, Product, and Revenue Operations on unified definitions, handoffs, and funnel alignment.

• Build and nurture a leadership pipeline, including determining the necessity of a Director layer for Customer Success Management.

• Analyze first-quarter customer success cohorts, products, and delivery segments.

• Measure delivery quality and manage future capacity planning.

• Propel early-lifecycle retention and work through leadership.

⛳️ Requirements

• 12+ years of experience in post-sales, customer success, implementation, or service delivery leadership, including over 5 years in a leadership role.

• Proven experience managing a customer-facing delivery organization of 200+ personnel with a 24/7 or follow-the-sun coverage model, ideally across the United States and India.

• Demonstrated ownership of a retention or time-to-value metric at the company level and proficiency in advancing it through a defined mechanism.

• Experience managing both a high-volume advisor or agent operation and a named-account customer success portfolio.

• Proficient in capacity modeling: occupancy, shrinkage, adherence, and queue availability.

• A proven record of enhancing throughput and outcomes during periods of flat or declining headcount.

• Ability to inherit and nurture strong managers.

• Experience serving SMB and agency clients at scale.

• Self-sufficient in analytics, with a comfort level in data and forecasting.

• Capable of thriving in a fast-paced, remote-first global setting while managing numerous stakeholders.

• Bachelor's degree or equivalent experience in a SaaS environment.

• Proficient in Google Suite, Zoom, Slack, and CRM or service platforms.

• Familiarity with HighLevel is an advantage.

🏝️ Benefits

• Remote-first global organization.

• Flexible location (“no matter where they call home”).

• AI-driven delivery and automation environment.

• Opportunity to lead a global organization spanning the United States and India.

• Professional leadership development through the cultivation and advancement of leaders.