Director, Customer Enablement

Ladders; San Francisco (CA); In loco; USD 215.000 - 250.000; Tempo pieno

Vantaggi offerti da questo lavoro

RSUs

Health insurance

HSA contributions

Parental leave

PTO & holidays

401(k) match

Tuition reimbursement

Phone reimbursement

Descrizione del lavoro

Ladders in San Francisco, CA seeks a Director, Customer Enablement to oversee the customer enablement function, strengthening the full customer journey from onboarding through offboarding. You will partner with Customer Success, Engineering and other cross-functional teams to improve adoption and high-priority incident handling.

This leadership role blends technical fluency with process design and executive communication to drive operational excellence.

Competenze

• 10+ years in Customer Experience, Cloud Operations, or Support leadership in IaaS or AI environments.
• Experience building and scaling customer operations and incident management.
• Strong technical fluency in cloud platforms and collaboration with Engineering teams.
• Proficient communication skills, with the ability to simplify complex data for executives.
• Experience crafting customer journeys and developing operational playbooks.

Mansioni

• Drive operational excellence across the customer success lifecycle.
• Implement and manage a cross-functional incident management process for high-priority issues.
• Own and continuously improve the customer journey from onboarding to offboarding.
• Develop training programs to enhance customer adoption and maximize usage.
• Act as lead business analyst, evaluating and recommending tools to improve efficiency.

Conoscenze

Customer Experience leadership

Cloud Operations

Incident management

Executive communication

Operational playbooks

Descrizione del lavoro

For our client, we are seeking a Director, Customer Enablement to join the team of a leader in the Information Technology space.

This leader will oversee the customer enablement function, with a focus on strengthening the full customer journey from onboarding through offboarding. The role will partner closely with Customer Success, Engineering, and other cross-functional teams to improve operational consistency, adoption, and the handling of high-priority incidents. It is a highly visible leadership opportunity for someone who can combine technical fluency with strong process design and executive communication.

Location: San Francisco, CA

Compensation: $215,000 – $250,000 annually

Responsibilities

• Drive operational excellence across the customer success lifecycle
• Implement and manage a cross-functional incident management process for high-priority issues
• Own and continuously improve the customer journey from onboarding to offboarding
• Develop training programs to enhance customer adoption and maximize usage
• Act as lead business analyst, evaluating and recommending tools to improve efficiency

Qualifications

• 10+ years of experience in Customer Experience, Cloud Operations, or Support leadership, especially in IaaS or AI environments
• Experience building and scaling customer operations and incident management organizations
• Strong technical fluency in cloud platforms and collaboration with Engineering teams
• Proficient communication skills, with the ability to simplify complex data for executives
• Experience crafting customer journeys and developing operational playbooks

Benefits

• Industry competitive pay
• Restricted Stock Units in a rapidly growing tech company
• Health insurance options covering HDHP, PPO, vision, and dental
• Employer contributions to HSA accounts
• Paid Parental Leave
• Generous paid time off and holiday schedule
• 401(k) with 100% match up to 4%
• Tuition reimbursement
• Cell phone reimbursement

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.