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 & ResponsibilitiesCustomer 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.
