Senior Director, Customer Success Transformation
The Senior Director, Customer Success Transformation is responsible for defining and advancing the transformation agenda that strengthens the Customer Success organization, elevates the customer experience, and enables colleagues to operate with greater consistency, clarity, and customer centricity. This role will lead the Voice of the Customer program, future-state process and operating-model design, organizational change, CS enablement, and adoption and benefits realization.
The Senior Director will partner across Customer Success, Product, Sales, Support, Operations, and other functions to translate customer insight and business priorities into better ways of working, prepare colleagues for change, and ensure new capabilities and behaviors are adopted and sustained. The role is accountable for transformation outcomes and adoption, while partnering with the Project Management Office for portfolio governance, integrated delivery planning, project controls, and executive delivery reporting.
What You Will Work On:
Transformation Strategy and Future-State Design
Shape and maintain the Customer Success transformation agenda in alignment with CSLT strategy, customer needs, colleague pain points, and business priorities.
Define future-state capabilities, operating models, roles, processes, behaviors, and customer experience requirements for major transformation themes.
Develop transformation roadmaps and business outcome measures in partnership with functional leaders and the PMO.
Advise CSLT on transformation choices, organizational implications, readiness, and value realization.
Voice of the Customer
Lead and mature the Voice of the Customer program to capture customer feedback, identify emerging themes, and translate insights into measurable business actions.
Partner with Customer Success, Product, Support, Sales, and Operations leaders to ensure customer feedback informs priorities, experience design, and operating improvements.
Establish closed-loop mechanisms so customer insights are visible, acted upon, and connected to customer and business outcomes.
Process Improvement and Experience Design
Lead future-state process improvement and service-design efforts that reduce friction, simplify work, improve consistency, and strengthen customer and colleague experience.
Define scalable playbooks, standards, operating practices, and experience principles in partnership with functional subject-matter experts.
Use customer insight, operational data, colleague input, and root-cause analysis to identify opportunities and measure realized improvement.
Hand approved transformation initiatives to the PMO for delivery governance while retaining accountability for design intent, adoption, and benefits.
Organizational Change and Adoption
Lead change strategy for operating-model changes, role clarity, team transitions, new capabilities, and new ways of working.
Create structured change approaches covering stakeholder alignment, change impacts, communication, readiness, adoption, reinforcement, and resistance management.
Partner with senior leaders and people managers to ensure changes are understood, championed, and sustained with minimal disruption to customers and colleagues.
Define and monitor adoption and behavior-change measures, intervening when outcomes are not being realized.
CS Enablement and Capability Building
Set the CS Enablement strategy and build programs that improve customer centricity, role effectiveness, leader capability, and consistent execution.
Ensure colleagues receive the training, tools, content, coaching support, and reinforcement needed to adopt new processes and perform effectively.
Develop enablement and readiness plans for major launches, process changes, operating-model changes, and transformation initiatives.
Measure enablement effectiveness through readiness, proficiency, adoption, behavior, and business outcome indicators.
Cross-Functional Transformation…