Senior Director, Customer Success Enablement & Strategy
Core
Define and drive the strategic vision, operational execution, and digital transformation of the Customer Success Shared Services organization.
Role type
Senior Director, Customer Success Operations & Strategy
Builds
Scalable customer operating models, enterprise CS technology platforms, and AI/automation solutions
Domain
HealthTech / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer Success Operations, Business Transformation, Technology Strategy, PMO Governance, AI/LLM strategy, RPA implementation, Financial acumen, Executive leadership, M&A integration
Preferred skills
Advanced Degree, PMP, Agile/Scrum, Lean Six Sigma Black Belt, Healthcare IT workflows
Technologies
Gainsight, Salesforce (SFDC), Genesys, WalkMe, LMS
Responsibilities
Lead end-to-end customer operating model redesigns and workflow optimization; Direct enterprise CS tech stack governance and multi-year roadmap; Oversee CS PMO for program governance and release delivery; Direct internal learning strategies and enterprise change management; Partner with executive partners to align digital experience requirements; Establish enterprise-wide operational metrics and performance telemetry; Build and scale a 30+ person CS Shared Services team
Seniority
Senior, hands-on IC with management of managers
