The Purpose of Your RoleThe Director, Strategic Customer Success serves as the executive strategic partner for assigned enterprise clients, helping organizations modernize and optimize customer experience operations through a combination of human expertise, AI-enabled solutions, global delivery, and operational strategy.
This role is highly consultative and externally focused, responsible for driving long-term client value, business outcomes, retention, and growth. The Director will partner closely with executive stakeholders to align Liveops' capabilities with evolving customer experience strategies, operational priorities, and transformation initiatives.
As Liveops continues evolving into a technology-enabled CX platform organization, this leader will play a critical role in helping clients navigate the intersection of AI, automation, human expertise, and scalable service delivery. The ideal candidate combines executive presence, strategic thinking, commercial acumen, and a strong understanding of customer experience operations and transformation.
This is not an operations management role. Instead, this position focuses on strategic partnership, customer growth, CX innovation, and executive-level client engagement while coordinating cross-functional teams to deliver measurable business outcomes.
The Qualifications We're Looking For- Bachelor's Degree or equivalent work experience required
- 10+ years of experience in Customer Success, Strategic Account Management, Consulting, CX Strategy, BPO, Contact Center, or Enterprise Client Services environments
- 6+ years managing executive-level enterprise client relationships
- Proven success growing and retaining complex strategic accounts
- Strong executive presence with exceptional communication, presentation, and relationship management skills
- Experience leading consultative business discussions and influencing senior stakeholders
- Strong understanding of customer experience operations, outsourcing, AI enablement, automation, and/or digital transformation strategies
- Demonstrated ability to identify growth opportunities and align solutions to customer business objectives
- Highly collaborative with the ability to influence across cross-functional organizations
- Strong business acumen, analytical thinking, and strategic problem-solving capabilities
- Ability to travel up to 25%
The Competencies You Bring- Strategic Relationship Management
- Executive Advisory & Influence
- Consultative Solutioning
- Business & Financial Acumen
- Customer Experience Strategy
- AI & Digital Transformation Fluency
- Outcome-Based Partnership Development
- Innovation & Strategic Thinking
- Change Management & Organizational Agility
- Cross-Functional Leadership
- Data-Driven Decision Making
- Executive Communication
- Growth Orientation
The Value You DeliverStrategic Client Leadership- Serve as the executive strategic advisor for assigned enterprise client relationships
- Build trusted partnerships with senior client stakeholders and decision-makers
- Lead strategic account planning focused on customer outcomes, growth, retention, and long-term value creation
- Develop executive-level relationships that position Liveops as a strategic CX transformation partner
- Drive Executive Business Reviews focused on measurable business outcomes, innovation opportunities, operational performance, and future-state roadmap planning
- Anticipate customer needs and proactively identify opportunities to improve customer experience, operational efficiency, scalability, and performance
Customer Transformation & Innovation- Partner with clients to identify opportunities for CX modernization, workflow optimization, AI enablement, automation, and operational transformation
- Help customers navigate evolving customer experience strategies through the integration of technology, AI, human expertise, and global delivery models
- Drive adoption and expansion of strategic Liveops capabilities, including AI-enabled and platform-led solutions
- Translate industry trends, market dynamics, and emerging technologies into actionable recommendations for customers
- Serve as the voice of the customer internally to influence future innovation, solution development, and service strategy
Growth & Business Expansion- Identify opportunities for account expansion, new solution adoption, and long-term strategic growth
- Partner closely with Sales, Product, Professional Services, Technology, and Operations teams to align solutions with customer priorities and business objectives
- Support the development of outcome-based partnership opportunities and value-driven solution strategies
- Drive commercial growth through consultative relationship management and strategic business alignment
Cross-Functional Leadership- Coordinate internal teams to ensure alignment between customer expectations, operational execution, and business outcomes
- Collaborate across Workforce Management, Talent Acquisition, Training, Operations, Professional Services, Technology, and Product teams to deliver seamless customer experiences
- Lead cross-functional efforts focused on continuous improvement, innovation, scalability, and operational excellence
- Influence internal priorities and decision-making based on customer needs, strategic opportunities, and market trends
