Senior Director, Transformation Services

Senior Director, Customer Success Transformation

The Senior Director, Customer Success Transformation is responsible for defining and advancing the transformation agenda that strengthens the Customer Success organization, elevates the customer experience, and enables colleagues to operate with greater consistency, clarity, and customer centricity. This role will lead the Voice of the Customer program, future-state process and operating-model design, organizational change, CS enablement, and adoption and benefits realization.

The Senior Director will partner across Customer Success, Product, Sales, Support, Operations, and other functions to translate customer insight and business priorities into better ways of working, prepare colleagues for change, and ensure new capabilities and behaviors are adopted and sustained. The role is accountable for transformation outcomes and adoption, while partnering with the Project Management Office for portfolio governance, integrated delivery planning, project controls, and executive delivery reporting.

What You Will Work On:

Transformation Strategy and Future-State Design

• Shape and maintain the Customer Success transformation agenda in alignment with CSLT strategy, customer needs, colleague pain points, and business priorities.

• Define future-state capabilities, operating models, roles, processes, behaviors, and customer experience requirements for major transformation themes.

• Develop transformation roadmaps and business outcome measures in partnership with functional leaders and the PMO.

• Advise CSLT on transformation choices, organizational implications, readiness, and value realization.

Voice of the Customer

• Lead and mature the Voice of the Customer program to capture customer feedback, identify emerging themes, and translate insights into measurable business actions.

• Partner with Customer Success, Product, Support, Sales, and Operations leaders to ensure customer feedback informs priorities, experience design, and operating improvements.

• Establish closed-loop mechanisms so customer insights are visible, acted upon, and connected to customer and business outcomes.

Process Improvement and Experience Design

• Lead future-state process improvement and service-design efforts that reduce friction, simplify work, improve consistency, and strengthen customer and colleague experience.

• Define scalable playbooks, standards, operating practices, and experience principles in partnership with functional subject-matter experts.

• Use customer insight, operational data, colleague input, and root-cause analysis to identify opportunities and measure realized improvement.
• Hand approved transformation initiatives to the PMO for delivery governance while retaining accountability for design intent, adoption, and benefits.

Organizational Change and Adoption

• Lead change strategy for operating-model changes, role clarity, team transitions, new capabilities, and new ways of working.

• Create structured change approaches covering stakeholder alignment, change impacts, communication, readiness, adoption, reinforcement, and resistance management.

• Partner with senior leaders and people managers to ensure changes are understood, championed, and sustained with minimal disruption to customers and colleagues.

• Define and monitor adoption and behavior-change measures, intervening when outcomes are not being realized.

CS Enablement and Capability Building

• Set the CS Enablement strategy and build programs that improve customer centricity, role effectiveness, leader capability, and consistent execution.

• Ensure colleagues receive the training, tools, content, coaching support, and reinforcement needed to adopt new processes and perform effectively.

• Develop enablement and readiness plans for major launches, process changes, operating-model changes, and transformation initiatives.

• Measure enablement effectiveness through readiness, proficiency, adoption, behavior, and business outcome indicators.

Cross-Functional Transformation Leadership

• Lead transformation workstreams focused on design, alignment, change, and adoption across Customer Success and partner functions.

• Partner with the PMO to convert approved transformation roadmaps into governed programs with clear milestones, owners, dependencies, risks, and reporting.

• Provide executive-ready recommendations on transformation direction, readiness, adoption, benefits, and barriers to value realization.

• Promote a culture of continuous improvement, customer centricity, no surprises, and fact-based decision-making.

Customer Retention, Growth, and Experience

• Drive transformation priorities that improve customer satisfaction, adoption, retention, growth, and ease of doing business.

• Connect customer insights, experience design, process improvement, enablement, and change management to measurable customer and business outcomes.

• Ensure transformation activity remains grounded in customer value rather than change for its own sake.

What You Will Bring (Qualifications):

• Bachelor's degree in Business, Operations, Organizational Development, Communications, Engineering, or a related field.

• 10+ years of experience in customer success, customer experience, operations, transformation, enablement, change management, process improvement, or a related field, including at least 5 years in a leadership role.

• Proven experience leading enterprise transformation, Voice of the Customer, future-state process or operating-model design, organizational change, or enablement initiatives.

• Strong ability to translate customer insight, operational data, and business priorities into future-state designs, adoption strategies, and measurable outcomes.

• Excellent leadership, facilitation, communication, stakeholder management, and executive presentation skills.

• Experience in enterprise software, SaaS, technology-enabled services, customer operations, or management consulting preferred.

• Change management, Lean, Six Sigma, service design, or comparable certification preferred.