FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Set the vision and strategic plan for the CX Services organization, with a focus on product adoption, customer outcomes, and business growth.
- Architect and improve the post-sales customer experience by defining scalable lifecycle programs, engagement models, and customer success practices.
- Lead the design, launch, and ongoing iteration of new and existing service offerings, including paid success plan approaches aligned to company goals.
- Define and monitor key performance indicators for customer success/services, using data to evaluate program health and identify areas for improvement.
- Lead and develop a high-performing CX Services Management team across distributed environments, including hiring, coaching, enablement, and performance management.
- Partner closely with Sales leadership on renewal forecasting, account coverage, and growth planning to support retention and expansion.
- Work across Product, Engineering, Support, Marketing, and Operations to align service delivery, resolve escalations, and improve the end-to-end customer experience.
- Manage the commercial and operational aspects of the services portfolio, translating customer needs into practical offerings that deliver measurable value.
Requirements
What you’ll need- Significant experience leading customer success/services teams in SaaS or subscription enterprise software environments, including experience managing managers and global teams.
- Demonstrated success building customer success/services strategies that improve adoption, retention, expansion, and long-term customer value.
- Strong leadership and people management skills, with the ability to recruit, develop, and mentor high-performing teams in a distributed organization.
- Experience designing or evolving service offerings and customer programs based on customer needs, business priorities, and operational scalability.
- Strong understanding of technical product implementation, adoption strategies, and the software development lifecycle, ideally in DevOps or related environments.
- A data-driven approach to decision-making, with experience defining success metrics, analyzing performance, and using insights to guide action.
- Excellent communication and presentation skills, with the ability to influence senior stakeholders and build effective cross-functional partnerships.
- Willingness to travel as needed and comfort working across cultures, geographies, and asynchronous ways of working.
Benefits
Comp & perks- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success strategiesSaaSsubscription enterprise softwareservice offerings designcustomer programs developmenttechnical product implementationadoption strategiessoftware development lifecycleDevOpsdata analysis
Soft Skills
leadershippeople managementrecruitmentteam developmentmentoringcommunicationpresentationinfluencingcross-functional collaborationcultural adaptability