Senior Director, Customer Success Transformation

Role Overview

• Own execution of the Customer Success transformation roadmap, including sequencing, milestones, dependencies, and risk management.
• Translate CS strategy and operating model decisions into practical, implementable plans for frontline teams.
• Drive multiple concurrent transformation initiatives, ensuring delivery against scope, timeline, and outcomes.
• Lead implementation of CS operating model elements.
• Partner with CS functional leaders to pilot, validate, and refine designs before scale.
• Identify friction, gaps, or overlap in execution and bring clear recommendations to the VP for resolution.
• Own change adoption across CS teams.
• Partner with Enablement and CS leaders to ensure leaders actively model and reinforce transformed ways of working.
• Track adoption signals and behavioral change, not just rollout completion.
• Act as the day-to-day integrator across CS functional VPs, Digital Transformation, and GTM Ops.
• Resolve execution-level issues, surface trade-offs, risks, and decision points with clear options for leadership.
• Ensure transformation efforts across teams remain aligned and coordinated.
• Define and track initiative-level success metrics.
• Provide clear, executive-ready insights on progress, impact, and learnings.
• Establish feedback loops from frontline teams, customers, and data to continuously refine the operating model.
• Serve as a trusted transformation partner to CS leaders, balancing urgency with empathy.
• Influence without formal authority; build alignment through clarity, data, and partnerships.

Requirements

• Bachelor’s degree in a business-related discipline or equivalent experience
• Extensive experience in Customer Success and/or GTM functions
• Proven track record leading complex, cross-functional operating model initiatives
• Strong change management and execution discipline
• Deep understanding of scalable CSM-led support, professional services motions, digital enablement, and outcome-based management
• Experience operating in enterprise environments and with enterprise client motions
• Understanding of hybrid and multi-cloud, interconnection, and activation challenges with a strong customer-outcomes focus

Tech Stack

• Cloud

Benefits

• Employee Assistance Program
• Health insurance
• Life insurance
• Disability insurance
• Retirement plan
• Paid Time Off (PTO)
• Paid Holidays