Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success & Value Realization

Gartner

Senior Director leading customer service and support function insights and strategies. Creating impactful research and advice for B2B clients to optimize customer success and value realization.

Posted 5/7/2026full-timeRemote • Texas • 🇺🇸 United StatesSenior💰 $172,000 - $202,500 per yearWebsite

About the role

Key responsibilities & impact

Author high quality, consumable, actionable, “must-have insight” content based on research best practices
Deliver high-quality actionable advice to an executive client audience through various media
Lead research projects requiring the coordination of colleagues and resources
Meet with clients and prospects regularly to provide actionable advice
Create and deliver presentation materials for Gartner events, industry and professional association conferences
Actively participate in innovation, ideation, and research discussions
Deliver outstanding commercial team support to retain and grow the Gartner business
Build credibility as a domain or industry expert to represent Gartner research

Requirements

What you’ll need

12+ years of relevant function experience
Senior leadership experience in customer success, customer experience, or post-sales operations
Experience designing, implementing, and operationalizing tiered and premium support models
Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
Executive presence and ability to establish credibility with executives
Strong written and verbal proficiency, analytical and presentation skills
Experience working with customer service and support technology vendors
Ability to work independently and completely remotely
Strong organizational and project management skills
Demonstrated excellence in research writing ability

Benefits

Comp & perks

generous PTO
401k match up to $7,200 per year
the opportunity to purchase company stock at a discount
annual bonus plan based on company and individual performance
role-based, uncapped sales incentive plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer journey mappingonboardingretention strategiesvalue realization frameworksresearch writing

Soft Skills

executive presencecredibility establishmentstrong written proficiencystrong verbal proficiencyanalytical skillspresentation skillsorganizational skillsproject management skills