Senior Director – Customer Success & Delivery

About the job

Role Overview The Senior Director – Customer Success & Delivery owns end-to-end customer outcomes across Implementations, Support, and Customer Success Management. This role is accountable for predictable delivery, customer satisfaction, and long-term customer retention. This is a senior leadership role requiring strong operational rigor, customer-facing maturity, and the ability to manage complex enterprise relationships. Key Responsibilities • Lead and scale the Customer Success, Implementations, and Support organizations • Define and enforce a consistent customer engagement and delivery model • Own customer health metrics, escalations, and executive-level customer communication • Act as the final escalation point for high-impact customer issues • Partner with Product and Engineering to prioritize customer-driven improvements • Ensure implementations are delivered predictably, on time, and with high quality • Drive adoption, value realization, and referenceability across customers • Build a strong culture of ownership, accountability, and customer advocacy Required Experience & Skills • 12–18+ years of experience in Customer Success, Professional Services, or Delivery leadership • Strong background in enterprise SaaS implementations • Experience managing multi-functional teams at scale • Comfort engaging with US-based customers and executives • Strong escalation management and operational leadership skills What Success Looks Like (First 12 Months) • Improved customer satisfaction and reduced escalations • Predictable implementation timelines and outcomes • Strong customer references and success stories • Clear operating cadence across CS, Support, and Implementations

Requirements

• Customer Success Management
• Operational Leadership
• Escalation Management

Qualifications

• 12–18+ years in Customer Success
• Strong background in SaaS

Preferred Technologies

• Customer Success Management
• Operational Leadership
• Escalation Management