Director, Customer Enablement & Lifecycle

Ladders; San Francisco (CA); On-site; USD 215,000 - 250,000; Full time

Benefits offered by this job

RSUs

Health insurance

HSA contributions

Parental leave

PTO & holidays

401(k) match

Tuition reimbursement

Phone reimbursement

Job summary

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.

Qualifications

• 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.

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.

Skills

Customer Experience leadership

Cloud Operations

Incident management

Executive communication

Operational playbooks

Job description

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.