Remote Global Client Success Leader: Onboarding & Ops

Ladders; United States; On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Professional growth opportunities

Global operations exposure

Collaborative environment

Innovation in customer success

Job summary

Ladders is seeking a Senior Director, Global Client Success to shape the strategy and execution of global client success operations, with a focus on scalable processes, governance, and measurable customer outcomes across enterprise engagements.

The role partners with cross-functional teams to strengthen onboarding, adoption, and support readiness, while improving customer health and implementation quality in an international environment.

Qualifications

• 10+ years in product operations, client success, or SaaS-related leadership roles
• 5+ years leading cross-functional teams in enterprise software or analytics
• Experience with customer lifecycle operations and support readiness
• Strong background in building scalable operating models and governance frameworks
• Demonstrated expertise in executive communication and stakeholder management

Responsibilities

• Develop and execute strategies for client success and product operations
• Lead onboarding and adoption programs to ensure customer satisfaction
• Monitor customer health and implement proactive engagement strategies
• Establish standards for implementation quality and risk management
• Drive continuous improvement initiatives across operational workflows

Job description

Ladders is seeking a Senior Director, Global Client Success to shape the strategy and execution of global client success operations, with a focus on scalable processes, governance, and measurable customer outcomes across enterprise engagements.

The role partners with cross-functional teams to strengthen onboarding, adoption, and support readiness, while improving customer health and implementation quality in an international environment.