Sr. Director, Customer Delivery

Key Responsibilities

• Implementation Services Leadership: Own onboarding, Q&A and retention delivery across adoption, retention and product advisors, their managers, and the concierge function.

• Customer Success Management Leadership: Lead CSM across the United States and India, including the segment model that runs from named strategic accounts down to pooled, AI-mediated coverage, and the renewal forecast that comes out of it.

• Capacity & Coverage: Own the coverage model for a follow-the-sun, on-demand delivery organization — availability by window rather than average occupancy, adherence, and the capacity plan that funds it.

• Early-Lifecycle Retention: Own retention end to end through the customer's first quarter. Most customers never work with a named success manager, so the durability of what happens in the room is the primary retention mechanism, not a handoff.

• Raising the Middle: Move department-level performance and the size of the population you measure, rather than coaching the bottom quartile to average. Outliers are not the bar here; the median is.

• Evidence-Based Staffing: Design and run the tests that answer how delivery should be staffed — senior versus non-senior advisors, call length, and which segments justify which motion — and let the results set the staffing shape rather than the other way around.

• AI-Driven Efficiency: Operate within a flat headcount plan and make the efficiency case in numbers: what the organization would have needed without automation and AI-assisted delivery.

• Cross-Functional Partnership: Partner across Revenue Growth, Support, Product and Revenue Operations on shared definitions, handoffs and one version of the funnel, so Customer Success and the rest of the business tell the same story.

• Leadership Bench: Build and level up your leaders. You will decide whether and when to add a consolidating Director layer over Customer Success Management, and who should hold it.

What Success Looks Like

First 30 days. You can explain, with evidence, exactly where and why customers stop succeeding in their first quarter — which cohort, which product, which segment of the delivery organization. You have confirmed that the round-the-clock coverage model is genuinely covered, window by window. You have taken ownership of the in-flight staffing tests and made them measurable.

Days 31–90. Department-level adoption performance is moving on a growing measured population, not a shrinking one. Delivery quality is properly instrumented, so it can be managed rather than sampled. The forward capacity plan is signed off with an efficiency narrative attached.

Days 91–180. Early-lifecycle retention is off its plateau and holding. The staffing question is answered on retention outcomes rather than on activity metrics. Your leaders are operating a level above where they started, and you are running the organization through them.

What You'll Bring

• 12+ years in post-sales, customer success, implementation or service delivery leadership, including 5+ years leading leaders.

• Experience running a 200+ person customer-facing delivery organization with a 24/7 or follow-the-sun coverage model, ideally spanning the United States and India.

• You have owned a retention or time-to-value number at company level and can describe the specific mechanism you used to move it — not the dashboard you built to watch it.

• You have run both a high-volume advisor or agent motion and a named-account customer success book, and you understand why they need different management systems.

• Fluency in capacity modeling: occupancy, shrinkage, adherence and queue availability. You argue a staffing shape from data rather than from headcount requests.

• Track record of improving throughput and outcomes during a period of flat or declining headcount.

• You inherit strong managers well. You grow the people you are given rather than replacing them by default.

• Experience serving SMB and agency customers at volume. Our customer is a marketing agency or a small business owner, not an enterprise procurement team.

• Analytically self-sufficient — comfortable in the data, and willing to be wrong on the record about a forecast.

• Ability to thrive in a fast-paced, remote-first global environment, managing multiple stakeholders.

• Bachelor's degree or equivalent experience in a SaaS environment.

• Proficiency with standard business tools (Google Suite, Zoom, Slack) and CRM or service platforms; familiarity with HighLevel is a plus.