Director, Customer Success & Service
J
JobgetherEnterprise SaaS
USFull-TimeDirector
Salary$200,000–$280,000
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Job Details
- Experience
- 10+ years of progressive experience in technology companies
- Required Skills
- Project ManagementCustomer Success
Requirements
- 10+ years of progressive experience in technology companies, including experience leading teams.
- 3+ years of operational experience within a high-growth enterprise SaaS company with at least $300 million in annual revenue; experience in Customer Support, Services, or Onboarding is strongly preferred.
- 2+ years of experience with a leading consulting firm, investment bank, venture capital firm, or private equity firm, preferably with an enterprise SaaS focus.
- Demonstrated success leading transformational initiatives involving AI adoption, organizational design, workflow automation, or process optimization with significant and quantifiable business impact.
- Genuine curiosity about how AI is reshaping customer support and services, combined with a strong interest in building next-generation operating models.
- Hands-on experience building with AI technologies such as LLM APIs, AI agents, and AI-native workflows, rather than using AI solely as a productivity tool.
- Proven ability to establish credibility quickly and work effectively with C-level executives and senior stakeholders.
- Strong analytical capabilities, including the ability to interpret and work with data at scale to inform strategic decisions.
- Excellent organizational and project management skills, with the ability to manage multiple priorities in a fast-paced and demanding environment.
- Strong influence, communication, and stakeholder management skills across different organizational levels.
- Ability to operate effectively amid ambiguity, develop practical solutions, and consistently deliver superior results.
Responsibilities
- Embed within portfolio companies to diagnose operational opportunities and define strategic priorities across AI adoption, process automation, workflow optimization, knowledge management, organizational design, and cross-functional operations.
- Serve as a trusted advisor to CEOs, COOs, CCOs, CTOs, and other senior functional leaders, helping them design and execute initiatives tied to measurable performance objectives.
- Lead transformational programs that improve customer support, services, onboarding, and related functions through technology, process redesign, and organizational improvements.
- Develop and codify successful approaches into scalable playbooks, frameworks, and products that can be deployed across multiple portfolio companies.
- Design and lead cross-portfolio initiatives that connect organizations facing similar challenges and accelerate adoption of high-impact operating practices.
- Define strategies for emerging technology adoption, identify priority AI use cases, recommend technology partners, and architect scalable solutions that can deliver measurable business outcomes.
- Build and manage relationships with best-in-class vendors and technology providers, overseeing implementations and ensuring successful integration and adoption.
- Partner with investment professionals on investment thesis development, investment modeling, diligence, and value-creation planning for prospective investments.
- Manage multiple complex initiatives simultaneously, maintaining strong execution discipline, stakeholder alignment, and attention to measurable outcomes.
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