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Job Category
Customer Success
Job Details
We are seeking a Senior Director, Programs within the Customer Success organization to drive a critical outcome: ensuring customers seamlessly transition from the point of sale into value-driving Success Plan engagements. You will achieve this by designing and executing a global program strategy to systematically diagnose, unblock, and accelerate accounts stalled during this transition. Success requires deep cross-functional collaboration with Professional Services, Security, Product, and Partner teams to orchestrate initiatives that deliver systemic, long-term business outcomes.
Responsibilities
- Design Global Diagnostic Strategy: Establish the global strategy, business logic, and telemetry thresholds across single and multi-cloud environments to systematically segment, track, and uncover stalled implementations.
- Data-Driven Account Identification: Leverage organization telemetry and sandbox insights to proactively identify accounts that have not started, are stuck, or are missing foundational product features.
- Build Pipeline Visibility & Recovery Funnels: Architect reporting views and structured process funnels to monitor account progress along the recovery path, ensuring full visibility into health metrics and progression.
- Orchestrate Intervention & Playbooks: Design targeted recovery playbooks and deploy a strategic mix of Customer Success (CS) and Professional Services (PS) resources to systematically unblock accounts.
- Drive Upstream Transformation: Look beyond the immediate pipeline of stalled accounts to isolate systemic, upstream structural issues (e.g., handoff gaps, product barriers). Partner with Product, Engineering, and Alliances to redesign processes and prevent future stalls.
- Lead Cross-Functional Governance: Establish the operating models, communication rhythms, and feedback loops across business units to secure resource allocation and prioritize program execution.
Required Skillset & Key Competencies
Enterprise Leadership: 15+ years of demonstrated experience managing large-scale, global cross-functional programs that span multiple enterprise SaaS product lines or clouds.
Ability to think and operate in strategic frameworks
Operational Clarity & Scale: Proven ability to define clear program ownership, execute a "crawl-walk-run" approach to scaling initiatives, and establish enterprise-level KPIs while managing team capacity.
Process Architecture: Exceptional workflow-design capabilities, ensuring program frameworks integrate frictionless into matrixed organizational models.
Executive Gravitas & Influence: A master communicator capable of building "pre-wired" consensus, securing hard commitments from executive stakeholders, and translating complex operational data into compelling business narratives.
Ecosystem Expertise: Direct experience within Professional Services (PS) or managing partner-led implementation services is a significant plus.
Ambiguity & Navigation: Exceptional comfort dealing with ambiguity and structural friction, with the political savvy to align disparate teams under shared organizational goals.
MBA preferred
