Director of Customer Success & Services

Position Overview

The Director of Customer Success & Services is a strategic leader who drives customer outcomes while developing and delivering innovative service solutions. This role combines technical acumen with a customer-centric approach to shape the overall post-sales customer experience and service delivery strategy.

Core Responsibilities

Strategic Leadership & Vision

• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, customer outcomes, and business growth.
• Develop and articulate a clear vision for paid success plan offerings, ensuring alignment with company goals.
• Architect the post-sales customer experience and lifecycle through world-class customer success management practices
• Define and optimize customer lifecycle programs based on segmentation and continuous improvemen.t

Service Development & Delivery

• Lead the design and iterative development of new and existing service offerings.
• Build and maintain a world-class post-sales organization by implementing effective technology and processes.
• Develop detailed customer journey maps and manage feedback loops to enhance service offering.s
• Define and monitor KPIs for service offerings, evaluating success and identifying improvement areas.

Team Leadership

• Lead a high-performing Customer Success Management team
• Recruit, develop, and mentor team members across global, distributed teams
• Foster collaboration within the team and across customer stakeholders
• Lead enablement and operational practices to track and improve team performance

Cross-functional Partnership

• Partner with Sales, Product, Engineering, Support, and Operations teams
• Work closely with Sales Management on renewal forecasting and coverage plans
• Coordinate with Marketing and Product teams on service delivery alignment
• Address escalated customer issues by orchestrating resources across the company

Growth & Revenue Impact

• Drive account growth through product adoption and license expansion
• Influence future lifetime value through higher customer satisfaction and advocacy
• Create and maintain strong relationships with sales teams to drive revenue growth
• Manage commercial aspects of the services portfolio

Requirements

Experience & Skills

• Demonstrated progressive experience leading customer success managers and teams of 30+ people
• Proven track record in SaaS or subscription enterprise software companies
• Deep understanding of the DevOps landscape and software development lifecycle
• Strong leadership and people management skills
• Data-driven and analytical mindset
• Excellent communication and presentation skills
• Strategic thinking with tactical execution abilities

Technical & Business Acumen

• Understanding of technical product implementation and adoption strategies
• Ability to translate customer needs into service offerings
• Experience defining and tracking customer adoption metrics
• Knowledge of industry trends and competitive landscape

Additional Requirements

• Willingness to travel up to 40% as required
• Experience managing distributed teams across cultures and geographies
• Strong project management capabilities

Performance Indicators

• Pipeline and revenue creation
• Customer satisfaction metrics
• Service renewal rates
• Customer adoption metrics
• Team performance and development
• Service offering effectiveness

Hiring Process

1. Interview with Recruiting Team Member
2. Interview with VP Customer Success
3. Team Interviews with:
• Director, Customer Success, AMER
• EMEA Sales Leader
• Strategy & Operations Leader
• EMEA Sales VP