Director, Customer Success & Service

Vista Equity Partners is a global technology investor specializing in enterprise software. They are seeking an Associate Director / Director to join their Go-To-Market Group, focusing on Support & Services, working directly with portfolio companies to implement strategic improvements and drive adoption of best practices across the organization.

Responsibilities:

• Embeds within portfolio companies to diagnose areas of opportunity, define strategic priorities, and deploy targeted improvements spanning AI adoption, process automation, workflow and knowledge optimization, organizational design, and cross-departmental workflows
• Serves as a trusted advisor to portfolio company executives, including CEOs, COOs, CCOs, CTOs, and other functional heads, in developing and implementing initiatives that advance targeted performance goals
• Builds and codifies best practices into products and playbooks that serve as blueprints and accelerate adoption across portfolio companies
• Designs and leads cross-portfolio programs that bring together portfolio companies facing similar challenges, driving adoption of best practices to deliver outsized impact at scale
• Drives strategy for the adoption of emerging technologies and operational innovation, identifying high-priority use cases, recommending technology partners, and architecting scalable technology solutions
• Partners with investment professionals on investment thesis development, investment modeling, and value creation planning when evaluating new investments
• Identifies and cultivates relationships with best-in-class vendors and technology partners, overseeing solution implementation to ensure seamless integration and delivery of measurable outcomes across portfolio companies

Requirements:

• Genuine curiosity about how AI is reshaping support and/or services delivery, with a strong passion for building the next generation of support and services organizations
• 10+ years of experience working for technology companies, with progressive responsibilities, including leading a team
• 3+ years of operations experience at a high-growth enterprise SaaS company with at least $300 million in annual revenue
• 2+ years of experience at a leading consulting firm, investment bank, venture capital firm, or private equity firm
• Experience leading transformational projects spanning AI adoption, organizational design, and workflow automation or optimization, with significant and quantifiable business impact
• Demonstrated experience building with AI tools, such as LLM APIs, agents, or AI-native workflows, rather than only using them as a productivity shortcut
• Experience working closely with C-level executives, establishing immediate credibility and rapport
• Strong ability to analyze data at scale
• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously with focus and attention to detail
• Ability to manage ambiguity and achieve superior results in a fast-paced and demanding environment
• Ability to influence multiple stakeholders across varying levels of seniority
• Experience within Services, Onboarding, or Customer Support preferred
• Enterprise SaaS focus preferred