Director, Customer Success & Service

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success & Service based in the United States.

This is a senior operating and value-creation role focused on transforming customer success, support, and services organizations within high-growth enterprise software businesses. You will work directly with portfolio company executives to identify high-impact opportunities and turn strategic priorities into measurable operational improvements. The role combines AI adoption, workflow automation, organizational design, technology strategy, and cross-functional transformation. You will act as a trusted advisor to C-level leaders while helping teams build scalable, efficient, and next-generation service organizations. Beyond individual engagements, you will create repeatable playbooks and cross-portfolio programs that accelerate the adoption of proven practices. You will also contribute to investment evaluations, value-creation planning, and technology partnerships that shape future growth opportunities. This is an entrepreneurial, highly collaborative environment suited to a strategic operator who thrives on complex challenges and measurable impact.

Accountabilities:: Embed within portfolio companies to diagnose operational opportunities and define strategic priorities across AI adoption, process automation, workflow optimization, knowledge management, organizational design, and cross-functional operations.

Serve as a trusted advisor to CEOs, COOs, CCOs, CTOs, and other senior functional leaders, helping them design and execute initiatives tied to measurable performance objectives.

Lead transformational programs that improve customer support, services, onboarding, and related functions through technology, process redesign, and organizational improvements.

Develop and codify successful approaches into scalable playbooks, frameworks, and products that can be deployed across multiple portfolio companies.

Design and lead cross-portfolio initiatives that connect organizations facing similar challenges and accelerate adoption of high-impact operating practices.

Define strategies for emerging technology adoption, identify priority AI use cases, recommend technology partners, and architect scalable solutions that can deliver measurable business outcomes.

Build and manage relationships with best-in-class vendors and technology providers, overseeing implementations and ensuring successful integration and adoption.

Partner with investment professionals on investment thesis development, investment modeling, diligence, and value-creation planning for prospective investments.

Manage multiple complex initiatives simultaneously, maintaining strong execution discipline, stakeholder alignment, and attention to measurable outcomes.

Requirements

10+ years of progressive experience in technology companies, including experience leading teams.

3+ years of operational experience within a high-growth enterprise SaaS company with at least $300 million in annual revenue; experience in Customer Support, Services, or Onboarding is strongly preferred.

2+ years of experience with a leading consulting firm, investment bank, venture capital firm, or private equity firm, preferably with an enterprise SaaS focus.

Demonstrated success leading transformational initiatives involving AI adoption, organizational design, workflow automation, or process optimization with significant and quantifiable business impact.

Genuine curiosity about how AI is reshaping customer support and services, combined with a strong interest in building next-generation operating models.

Hands-on experience building with AI technologies such as LLM APIs, AI agents, and AI-native workflows, rather than using AI solely as a productivity tool.

Proven ability to establish credibility quickly and work effectively with C-level executives and senior stakeholders.

Strong analytical capabilities, including the ability to interpret and work with data at scale to inform strategic decisions.

Excellent organizational and project management skills, with the ability to manage multiple priorities in a fast-paced and demanding environment.

Strong influence, communication, and stakeholder management skills across different organizational levels.

Ability to operate effectively amid ambiguity, develop practical solutions, and consistently deliver superior results.

Benefits

Annualized base salary range of $200,000–$280,000 , depending on experience, expertise, geographic location, and qualifications.

Potential eligibility for an annual cash bonus.

Comprehensive benefits package.

Fully remote position within the United States.

Opportunity to work directly with C-level executives and senior operating leaders.

Exposure to a broad portfolio of enterprise SaaS businesses and complex transformation initiatives.

Opportunity to shape scalable AI, automation, and customer success strategies across multiple organizations.

Immediate-start opportunity in a high-impact, entrepreneurial environment.

Professional growth through exposure to technology strategy, operational transformation, investment evaluation, and value creation.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1