Director of Customer Success

Job Description

We are seeking an experienced and dynamic Director of Professional Services to lead our growing Professional Services team.

The ideal candidate will have a proven track record of successfully leading professional services functions in the SaaS industry,

ensuring our clients receive exceptional service and are set up for long-term success. This role will be pivotal in driving customer adoption, increasing retention, and delivering measurable value through expert-led service engagements.

You will manage the delivery of high-quality services to our clients, which includes 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.

What You Will Be Doing:

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 (sales, Account management, product, and customer success) to shape the company’s service offerings and roadmap.
• Identify opportunities for service automation, process efficiency, and innovation to improve service delivery and scalability.

• Financial Management
• Customer Advocacy & Collaboration
• Reporting & Metrics

Key Skills & Competencies :-

• Leadership & Team Management - Strong people management skills, with a proven experience of managing diversified teams/verticals globally, and also to lead, and develop high-performance teams.
• Project & Program Management - Proficient in project management methodologies (Agile, Waterfall, etc.) and tools (Wrike, Jira, Asana, Trello, etc.).
• Client Relationship Management - Exceptional interpersonal skills and the ability to build strong relationships with clients and stakeholders.
• SaaS Expertise & Technical Acumen - Deep understanding of SaaS solutions, cloud technology, and enterprise software deployments. Ability to translate technical features and capabilities into business outcomes for clients.
• Financial & Resource Management - Experience with budgeting, forecasting, and managing professional services financials.
• Process Improvement & Innovation - Proven track record of improving and scaling service delivery processes through digital transformation initiatives.

What You Need For This Position:

• Bachelor’s 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 (sales, product, engineering) 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.