Delivery Director, Customer Success

About This Role

This role leads customer success for post-implementation services, focusing on customer relationship management, operational excellence, and professional services delivery. It involves leading a team, ensuring high-quality service delivery, and driving customer outcomes and satisfaction.

Responsibilities

• Own the post-implementation customer lifecycle from go-live through adoption and expansion, acting as executive sponsor for strategic accounts.
• Ensure customers achieve defined business outcomes and ROI from the software solution by establishing governance frameworks and driving satisfaction.
• Lead, coach, and develop a team of post-implementation Professional Services consultants, defining capacity planning, resource allocation, and utilization targets.
• Build and manage the operational model for post-implementation services, defining KPIs and metrics to measure adoption, value realization, and team performance.
• Develop scalable processes for onboarding customers into Customer Success programs and manage forecasting, budgeting, and revenue targets for services engagements.
• Create structured adoption programs and success plans tailored to customer maturity, ensuring full product utilization through workshops and training.
• Identify expansion opportunities based on usage patterns and customer goals.
• Partner with Sales for renewals and expansion opportunities, and collaborate with Product to relay customer feedback and influence roadmap priorities.

Requirements

• Background in PLM, ERP, Supply Chain, Retail, or complex enterprise platforms implementations
• Strong technical background
• Experience managing P&L or services revenue targets
• Strong understanding of enterprise software implementation and post-go-live lifecycle
• Proven experience building operational processes and scalable service models
• Experience building playbooks and standardized service offerings
• Excellent executive-level communication and stakeholder management skills

Nice to Have

• Familiarity with customer health scoring tools
• Ability to balance customer advocacy and operational excellence

Skills

* Required skills

Benefits