Senior Director, Customer Success Enablement – Strategy

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

📋 Description

• Lead comprehensive redesigns of customer operating models, optimize workflows, innovate services, ensure process excellence, and integrate operations during mergers and acquisitions across all Customer Success business units.

• Oversee enterprise Customer Success technology stack governance and develop a multi-year roadmap (including Gainsight, SFDC, Genesys, WalkMe, LMS); spearhead AI, LLM, agent assist, predictive analytics, and RPA solutions to enhance operational efficiency and support deflection.

• Manage the Customer Success PMO to implement structured program governance, coordinate resources, oversee release/product launches, and drive continuous improvement initiatives across various cross-functional projects.

• Direct internal learning and development strategies, facilitate new hire onboarding, ensure role readiness, enable leadership, and manage enterprise change communications to empower Customer Success teams.

• Collaborate closely with leaders from Product, Engineering, Support, Professional Services, and Marketing to prioritize enhancements in digital experience (DX), synchronize content roadmaps, and assist with significant product launches.

• Develop enterprise-wide operational metrics, business process analytics, and performance telemetry to evaluate Customer Success efficiency, tool adoption, churn risk mitigation, and return on investment for technology investments.

• Build, mentor, and expand a high-performing Customer Success Shared Services team of over 30 members, guiding four direct reports (Directors/Sr. Managers) while cultivating a culture of operational rigor, innovation, and accountability.

⛳️ Requirements

• Bachelor's Degree; Advanced Degree preferred.

• 12+ years of experience in Customer Success Operations, Enablement, Business Transformation, or Technology Strategy within the SaaS sector, including a minimum of 7+ years in a senior leadership role overseeing managers/directors.

• Demonstrated success in leading Customer Success Operations, Enablement, PMO, and Technology teams in a dynamic SaaS or enterprise technology environment.

• In-depth knowledge of Customer Success technology stacks (Gainsight, Salesforce, Contact Center platforms, LMS, WalkMe).

• Practical experience in driving AI/automation initiatives, implementing RPA, and optimizing workflows.

• Strong financial acumen, with experience managing operating budgets exceeding $3M and working with software vendors.

• Exceptional executive presence and adept cross-functional negotiation skills.

• PMP, Agile/Scrum, or Lean Six Sigma Black Belt certification.

• Expertise in Healthcare IT / HealthTech workflows.

• Proven experience in architecting multi-pillar shared services organizations through rapid scaling or M&A integration.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company contribution to Health Savings Accounts.

• 401(k): ModMed matches 50% of your contribution deferred on up to 6% of your compensation each payday. After one year of employment, 100% of any matching contributions you receive are yours to keep.

• Generous Paid Time Off and Paid Parental Leave programs.

• Company-paid Life and Disability benefits.

• Flexible Spending Account and Employee Assistance Programs.

• Company-sponsored Business Resource & Special Interest Groups that foster engaged and supportive communities within ModMed.

• Opportunities for professional development, including tuition reimbursement programs and unlimited access to LinkedIn Learning.

• Global presence with in-person collaboration opportunities; dog-friendly headquarters (US).

• Hybrid office-based roles with some positions available for remote work.

• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.