5-7 years of experience in PLM, ERP, or complex enterprise platform implementations
Strong technical background with a focus on software solutions
Proven track record in managing P&L or services revenue targets
Experience in building operational processes and scalable service models
Excellent executive-level communication and stakeholder management skills
Familiarity with customer health scoring tools
Ability to balance customer advocacy with operational excellence
Responsibilities
Own the post-implementation customer lifecycle from go-live to steady-state adoption
Act as executive sponsor for strategic customer accounts
Ensure customers achieve defined business outcomes and ROI from the software solution
Establish governance frameworks with customers, including QBRs and success plans
Drive customer satisfaction, retention, and referenceability
Lead and develop a team of Professional Services consultants
Build and manage the operational model for post-implementation services
Benefits
Comprehensive health and wellness programs
Professional development opportunities
Flexible work arrangements
Collaborative and innovative work environment
Access to cutting-edge tools and technologies
Full Job Description
The Delivery Director (Customer Success) is responsible for leading Centric PLM post-implementation services organization. This role sits at the intersection of customer relationship management, operational excellence, and professional services delivery. This role is both customer-facing and operational, requiring strong leadership in team management, service delivery, and customer engagement.
Key Accountabilities & Responsibilities
Customer Success Leadership
Own the post-implementation customer lifecycle, from go-live through steady-state adoption and expansion.
Act as executive sponsor for strategic customer accounts.
Ensure customers achieve defined business outcomes and ROl from the software solution.
Establish governance frameworks with customers (QBRs, success plans, adoption reviews).
Drive customer satisfaction, retention, and referenceability.
Professional Services Team Management
Lead, coach, and develop a team of post-implementation Professional Services consultants. Define capacity planning, resource allocation, and utilization targets. Establish standards, playbooks, and methodologies for post-go-live services.
Ensure consistent, high-quality service delivery across all accounts.
Partner with Implementation, Support, and Product teams to ensure seamless customer experience.
Operational Excellence
Build and manage the operational model for post-implementation services.
Define KPis and metrics to measure adoption, value realization, and team performance.
Develop scalable processes for onboarding customers into Customer Success programs.
Manage forecasting, budgeting, and revenue targets for services engagements.
Implement tools and reporting to track customer health and service performance.
User Adoption & Value Realization
Create structured adoption programs and success plans tailored to customer maturity.
Ensure customers fully leverage product capabilities through workshops, optimization sessions, and training.
Identify expansion opportunities based on usage patterns and customer goals.
Cross-Functional Collaboration
Partner with Sales for renewals and expansion opportunities.
Work with Product to relay customer feedback and influence roadmap priorities. Collaborate with Support to proactively address risk accounts.
Align with Implementation teams for smooth transition from project to steady -state.
Knowledge & Skills Requirements
Background in PLM, ERP, Supply Chain, Retail, or complex enterprise platforms implemenations
Strong technical background
Experience managing P&L or services revenue targets Strong understanding of enterprise software implementation and post-go-live lifecycle Proven experience building operational processes and scalable service models Experience building playbooks and standardized service offerings.
Excellent executive-level communication and stakeholder management skills
Familiarity with customer health scoring tools
Ability to balance customer advocacy and operational excellence
The US base salary range for this full-time position is $150,000 - $200,000 + benefits. Our salary ranges are determined by role, level, and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Candidates who exceed the specified experience and relevant education or training may be considered for compensation above the stated range. Please note that the compensation details listed reflect base salary, and certain positions may be offered additional variable incentives.
About Centric Software
Centric Software is a leading provider of product lifecycle management (PLM) software for fashion, retail, footwear, luxury, outdoor and consumer goods companies. Centric Software provides enterprise solutions to manage the entire product lifecycle, from concept to consumer. Centric Software is headquartered in Silicon Valley and has offices in North America, Europe and Asia.
