Director of Customer Success

You are seeking an experienced and dynamic Director of Professional Services to lead the growing Professional Services team. The ideal candidate will have a proven track record of successfully leading professional services functions in the SaaS industry, ensuring clients receive exceptional service and are set up for long-term success. Your role will be pivotal in driving customer adoption, increasing retention, and delivering measurable value through expert-led service engagements. Your responsibilities will include managing the delivery of high-quality services to clients, which encompasses implementation, training, consulting, and strategic guidance. As the Director, you will collaborate closely with product, engineering, sales, and customer success teams to align client needs with the company's strategic goals. Leadership & Team Management: - Lead and develop a high-performing Professional Services team, fostering a culture of excellence, accountability, and continuous improvement. - Provide coaching, mentorship, and career development to professional services leaders and project managers. Client Delivery & Success: - Oversee the successful delivery of project implementations and post-implementation services for clients. - Drive the adoption of the company's SaaS solution and ensure projects are completed on time, within budget, and to the highest standards. Strategic Planning & Process Improvement: - Collaborate with internal teams to shape the company's service offerings and roadmap. - Identify opportunities for service automation, process efficiency, and innovation to improve service delivery and scalability. Key Skills & Competencies: - Leadership & Team Management - Project & Program Management - Client Relationship Management - SaaS Expertise & Technical Acumen - Financial & Resource Management - Process Improvement & Innovation What You Need For This Position: - Bachelors degree in Business, Information Technology, or a related field (or equivalent experience). - 8+ years of experience in professional services, with at least 5 years in a leadership position. - Proven track record in leading SaaS implementations and customer success initiatives. - Experience working with cross-functional teams in a fast-paced SaaS environment. - PMP, ITIL, or other relevant certifications are a plus. - Strong understanding of SaaS business models and subscription-based services.,