Job Description Summary:The Senior Director, CS Enablement & Strategy is responsible for defining and driving the strategic vision, operational execution, and digital transformation of ModMed's Customer Success Shared Services organization. This leader oversees four core functional pillars: CS Transformation & Operating Model Design, CS Technology & AI/Automation, Internal Enablement & Workforce Readiness, and the CS PMO.
In this role, the Senior Director will architect scalable customer operating models, govern enterprise CS technology platforms (e.g., Gainsight, SFDC, Genesys, WalkMe, LMS), and drive AI/automation adoption across the entire customer lifecycle. Additionally, the Senior Director leads through influence across executive partners in Product, Support, Professional Services, Sales, and Marketing to align digital experience (DX) requirements, accelerate product launch delivery, and ensure total organizational readiness.
Primary Duties & Responsibilities:- Operating Model Transformation & Service Innovation:Lead end-to-end customer operating model redesigns, workflow optimization, service innovation, process excellence, and M&A operational integrations across all Customer Success business units.
- Technology Stack & AI Strategy:Direct enterprise CS tech stack governance and multi-year roadmap (Gainsight, SFDC, Genesys, WalkMe, LMS); pioneer AI, LLM, agent assist, predictive analytics, and RPA solutions to drive operational efficiency and support deflection.
- PMO Governance & Program Delivery:Oversee the CS PMO to enforce disciplined program governance, resource coordination, release/product launch delivery, and continuous improvement initiatives across cross-functional projects.
- Internal Enablement & Workforce Readiness:Direct internal learning & development strategies, new hire onboarding, release & role readiness, leadership enablement, and enterprise change management communications to empower CS teams.
- Cross-Functional Executive Leadership:Partner closely with Product, Engineering, Support, Professional Services, and Marketing leaders to prioritize digital experience (DX) enhancements, align content roadmaps, and support major product launches.
- Data-Driven Performance & Telemetry:Establish enterprise-wide operational metrics, business process analytics, and performance telemetry to measure CS efficiency, tool adoption, churn risk reduction, and ROI on technology investments.
- Team Leadership & Scale:Build, mentor, and scale a high-performing 30+ person CS Shared Services team, leading through four direct reports (Directors/Sr. Managers) and fostering a culture of operational rigor, innovation, and accountability.
Requirements & Qualifications:- Bachelors Degree, Advanced Degree Preferred
- 12+ years of experience in Customer Success Operations, Enablement, Business Transformation, or Technology Strategy in SaaS, with at least 7+ years in a senior leadership role managing managers/directors
- Proven track record leading CS Operations, Enablement, PMO, and Technology teams in a fast-paced SaaS or enterprise tech environment.
- Deep expertise in CS tech stacks (Gainsight, Salesforce, Contact Center platforms, LMS, WalkMe).
- Hands-on experience driving AI/automation, RPA implementation, and workflow optimization.
- Strong financial acumen with experience managing $3M+ operating budgets and software vendors.
- Superior executive presence and cross-functional negotiation skills.
- PMP, Agile/Scrum, or Lean Six Sigma Black Belt certification.
- Expertise in Healthcare IT / HealthTech workflows.
- Proven experience architecting multi-pillar shared services organizations through rapid scale or M&A integration.
ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
