Director Customer & Product Services (m/w/d) für Cyber Security, Governance, Risk & Compliance (GRC)
Core
Strategic and operational leadership for the entire customer lifecycle, unifying Customer Success, Professional Services, IT, Support, and Service Delivery to drive product improvements and customer success.
Role type
Senior Director, Customer & Product Services
Builds
Scalable Customer Success, Service, and Support structures for new AI product lines and existing SaaS/Cloud solutions
Domain
Cyber Security, Governance, Risk & Compliance (GRC) Software
Required skills
Strategic leadership, organizational transformation, SaaS business models, cross-functional team management, change management, stakeholder management, data-driven decision making, product portfolio development, SLA definition
Preferred skills
Management or leadership training, experience with AI/ML products, deep understanding of GRC solutions
Technologies
SaaS, Cloud, AI, Telemetry, Monitoring
Responsibilities
Lead Customer Success, Professional Services, IT, Support, and Service Delivery teams; Build end-to-end customer lifecycle organization; Launch new AI product line with scalable support structures; Manage customer onboarding and pilot programs; Analyze feedback to drive product improvements; Optimize support processes and SLAs; Foster collaboration between Product, Engineering, Sales, and Services; Build data-driven service organization
Seniority
Director, hands-on IC with strategic oversight
