The Role
Lead North America Customer Success Operations: define regional strategy, design scalable onboarding and support processes, manage metrics and BI insights, run budget and resource allocation, develop a high-performing team, and align cross-functionally to drive retention, growth, and exceptional post-sales customer experiences.
Summary Generated by Built In
Role Overview
The Sr. Manager, North America Customer Success Operations will lead operational strategies and execution for the customer success function across the North America region within the associated product lines. This leader will align strategy, processes, and resources to deliver exceptional post-sales experiences while driving long-term customer retention, growth and revenue generation. Partnering closely with North America’s Commercial, Product, Marketing, and Finance teams and cross-functional stakeholders, this role ensures operational excellence, world-class customer support and seamless alignment between CS North America execution and Americas objectives.
Key Responsibilities
Key Responsibilities
• Leadership: Serve as a key member of the Americas Customer Success leadership team, representing Customer Success Operations and championing customer success priorities, and ensuring alignment with CS Americas initiatives.
• Strategy & Execution: Lead the North America Customer Success Operations team, defining and executing regional strategies that support global objectives and elevate customer satisfaction, retention, growth and revenue generation.
• Operational Excellence: Design and implement scalable processes across customer onboarding, health monitoring, renewals, and escalations, ensuring the reliable performance of all customer success systems and tools.
• Cross-Functional Collaboration: Partner with regional customer success leaders and Sales, Product, Marketing, and Finance teams to deliver world-class customer experience and drive alignment on shared objectives, KPIs, and improvement initiatives.
• Insights & Analytics: Analyze North America customer success metrics to identify regional trends, gaps, and opportunities. Convert insights into actionable recommendations that help leadership improve processes and allocate resources effectively.
• Team Leadership & Development: Build, coach, and develop a high-performing regional team, fostering an inclusive, collaborative culture that drives accountability and results.
• Customer Advocacy: Serve as the regional voice of the customer, ensuring local needs and challenges inform the development of global strategies and programs.
• Regional Coordination: Act as the primary regional point of contact for North America Customer Success Operations, ensuring tight alignment with Americas customer success initiatives.
• Continuous Improvement: Identify, implement, and refine best practices to continuously enhance customer success operations across North America.
• Budget & Financial Management: Execute organization’s budget, ensuring efficient resource allocation, cost optimization, and delivery against financial targets.
Skills, Knowledge & Expertise
What We're Looking For
• Experience: 12+ years of total professional experience, including 8+ years in Customer Success, Service Delivery, or Operations, and a minimum of 5 years in a people leadership role overseeing Customer Success, Service Delivery, or related functions. Proven success driving strategic initiatives, leading large teams, and delivering operational and financial outcomes across multiple markets.
• Education: Bachelor’s degree in business administration, Operations Management, Industrial Engineering or a related field is required; MBA or master’s degree is preferred. Equivalent experience in large-scale leadership roles involving significant organizational impact and complex decision-making will also be considered.
• Financial Acumen: Demonstrated expertise in budget execution and resource allocation, with a track record of optimizing costs while achieving business goals.
• Operational Leadership: Proven success leading and scaling customer support/success operations in complex, multi-channel environments (voice, chat, email, and self-service), driving problem resolution, process improvement and efficiency across cross-functional teams. Defines and managers support KPIs (AHT, FCR, CSAT, QA, abandonment rate, SLA compliance) and consistently translates performance data into operational improvements that enhance both efficiency and great customer satisfaction.
• Regional Expertise: Deep understanding of North America’s market dynamics, regulatory considerations, and customer needs, with the ability to adapt global strategies to local contexts.
• Communication, Influence & Language Proficiency: Outstanding interpersonal and communication skills, with proven ability to influence stakeholders at all levels and drive cross-functional alignment in executive, customer-facing, and team settings. Professional proficiency in English and Spanish is required, with French considered a plus, across both written and verbal communication.
• Technical Proficiency: Proficient in CRM and CS platforms (Salesforce, HubSpot, Microsoft Dynamics, or similar) and cloud-based contact center and IVR/CPaaS solutions (Twilio, Amazon Connect, Genesys Cloud, or similar), with solid understanding of call management, queue management, and omnichannel integration across voice and digital channels. Interprets CS metrics (Churn, NPS, etc.) and contact center KPIs (SLA, ASA, AHT, FCR, abandonment rate) using BI tools like Tableau or Power BI, and demonstrates familiarity with AI-powered capabilities, virtual agents, predictive churn, and self-service automation.
• People Leadership: Proven ability to build, develop, and retain high-performing teams, fostering a culture of accountability, continuous learning, and customer-centricity. Brings experience coaching and mentoring team members through structured development plans, clear goal-setting, and consistent feedback, while driving performance aligned to both individual growth and organizational objectives. Apply strong change management, conflict resolution, and emotional intelligence skills, with the ability to inspire teams through ambiguity, influence cross-functionally, and lead diverse teams effectively.
• Cross-Functional Partnership: Proven ability to build strong partnerships across Sales, Product, Marketing, Finance, and Operations, aligning cross-functional efforts to deliver consistent customer outcomes and shared business goals. Brings experience influencing without direct authority, navigating organizational complexity, and effectively translating insights into actionable input for partner teams — ensuring a seamless, unified customer experience.
• Strategic Mindset: Strong strategic thinker with a track record of optimizing processes, scaling teams, and driving sustainable performance improvements across diverse markets.
About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
Skills Required
- 12+ years total professional experience
- 8+ years in Customer Success, Service Delivery, or Operations
- Minimum 5 years in people leadership over Customer Success or related functions
- Bachelor's degree in business administration, Operations Management, Industrial Engineering, or related field (equivalent experience considered)
- Proven experience driving strategic initiatives, leading large teams, and delivering operational and financial outcomes across multiple markets
- Demonstrated expertise in budget execution and resource allocation (financial acumen)
- Proven experience leading and scaling multi-channel customer support/success operations and managing support KPIs (AHT, FCR, CSAT, QA, abandonment, SLA)
- Professional proficiency in English and Spanish (written and verbal)
- Proficiency with CRM/CS platforms (Salesforce, HubSpot, Microsoft Dynamics or similar)
- Experience with cloud contact center and IVR/CPaaS solutions (Twilio, Amazon Connect, Genesys Cloud or similar) and understanding of call/queue management and omnichannel integration
- Experience using BI tools (Tableau or Power BI) to interpret CS and contact center metrics
- Familiarity with AI-powered capabilities (virtual agents), predictive churn, and self-service automation
- Deep understanding of North American market dynamics and ability to adapt global strategies regionally
- Strong cross-functional collaboration and stakeholder influence skills
- Proven ability to build, coach, and retain high-performing teams with change management and conflict resolution experience
- MBA or master’s degree
- French language skills
Align Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Align Technology and has not been reviewed or approved by Align Technology.
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Healthcare Strength — Health coverage includes medical, dental, vision, life, and both short‑ and long‑term disability, along with AD&D and wellness resources. Select locations add region‑specific programs such as medical coverage and Multisport, reinforcing breadth.
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Strong & Reliable Incentives — A corporate bonus plan outlines performance‑based rewards and eligibility, and compensation is described as competitive in commercial roles. Incentive structures in sales are portrayed as offering strong on‑target earnings potential.
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Retirement Support — Retirement programs feature a 401(k) plan with company contribution mechanisms, profit sharing, and a defined contribution pension plan. These elements emphasize long‑term financial security alongside salary and bonus.
Align Technology Insights
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The Company
What We Do
Twenty years ago, we pioneered the world's first clear aligners. Since then, we have continuously innovated with new products and technologies that are revolutionizing treatments for doctors and their patients. Invisalign clear aligners and the iTero Intraoral scanner help dental professionals achieve the clinical results they expect and deliver effective, advanced dental options to their patients. Helping change millions of lives, one smile at a time. Discover your straight path to a bright future at Align. As a part of our smart, diverse and fast-moving global team, you'll make an impact for the market leader that's moving an industry forward. Want to find out what’s next for us—and for you?
