Senior Director - Customer Success & Delivery

Senior Director Customer Success & Delivery

This is a senior leadership role requiring strong operational rigor, customer-facing maturity, and the ability to manage complex enterprise relationships.

Key Responsibilities:

Customer Success & Delivery Leadership

• Lead, scale, and mature

  Customer Success, Implementations, and Support

  organizations
• Define and enforce a

  standardized customer engagement, onboarding, and delivery model

• Establish a clear

  operating cadence

  , governance structure, and execution rhythm across teams
• Build a strong culture of

  customer advocacy, accountability, and ownership

Customer Outcomes & Executive Engagement

• Own

  customer health, satisfaction, adoption, and retention metrics

• Serve as the

  executive sponsor

  for strategic and high-value enterprise customers
• Act as the

  final escalation point

  for high-impact customer and delivery issues
• Lead

  executive-level communications

  , QBRs, and customer success reviews

Delivery & Implementation Excellence

• Ensure enterprise implementations are delivered

  predictably, on time, and with high quality

• Drive continuous improvement in

  delivery efficiency, quality, and scalability

• Oversee capacity planning, utilization, and forecasting across delivery teams
  

Cross-Functional Collaboration

• Partner with

  Product and Engineering

  to prioritize

  customer-driven enhancements

• Collaborate with

  Sales and Account Management

  on renewals, expansions, and risk mitigation
• Align closely with

  Support leadership

  to improve resolution times and customer experience

Adoption, Value & Retention

• Drive

  product adoption, value realization, and measurable ROI

  for customers
• Build a strong pipeline of

  customer references, case studies, and success stories

• Reduce churn and improve

  net revenue retention (NRR)

Required Experience & Skills;

• 12 - 18+ years

  of experience in

  Customer Success, Professional Services, or Delivery leadership

• Proven track record managing

  enterprise SaaS customers and implementations

• Experience leading

  large, multi-functional global teams

• Strong background in

  escalation management, operational excellence, and delivery governance

• Executive-level communication skills with

  US-based customers and CXO stakeholders

• Data-driven mindset with experience owning

  CSAT, NPS, retention, and delivery KPIs