Senior Director, AI-Driven CS Enablement & Strategy

Enboarder; United States; Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health benefits (medical, dental, and

HSA contribution

401(k) matching

PTO & parental leave

Life and disability benefits

FSA & EAP

Tuition reimbursement & LinkedIn Learn

Hybrid/remote options

Dog-friendly HQ (US)

Weekly catered meals

Job summary

ModMed is seeking a Senior Director, CS Enablement & Strategy to define the vision and execute the digital transformation of our Customer Success Shared Services organization. This leader will oversee CS Transformation, AI/Automation, Internal Enablement, and PMO, shaping scalable operating models and governance across the function.

The role partners with Product, Support, Professional Services, Sales, and Marketing to align digital experience with product launches, while driving measurable

Qualifications

• 12+ years in CS Ops, Enablement, Transformation, or Tech Strategy; 7+ years in senior leadership.
• Proven track record leading CS Ops, Enablement, PMO, and Technology teams in SaaS/enterprise.
• Deep expertise in CS tech stacks: Gainsight, Salesforce, contact center platforms, LMS, WalkMe.
• Hands-on AI/automation, RPA, workflow optimization experience.
• Strong financial acumen with $3M+ operating budgets and software vendors.
• PMP, Agile/Scrum, or Lean Six Sigma Black Belt certification.
• Healthcare IT/HealthTech workflows expertise.
• Experience architecting multi-pillar shared services during rapid scale or M&A.

Responsibilities

• Lead operating model transformations and service innovation across CS units.
• Govern CS tech stack roadmap and AI strategies for the customer lifecycle.
• Oversee the CS PMO governance, resourcing, and launches.
• Direct internal enablement, onboarding, leadership development, and change communications.
• Partner with Product, Engineering, Support, Professional Services, and Marketing on DX.
• Define enterprise metrics and telemetry to measure CS efficiency and ROI.
• Build and scale a 30+ person CS Shared Services team.

Skills

CS Operations leadership

AI/Automation

Data analytics & telemetry

Cross-functional leadership

Budget management

Vendor management

Education

Bachelor’s degree in a relevant field

Advanced degree preferred

Tools

Gainsight

Salesforce

Genesys

WalkMe

LMS

Job description

ModMed is seeking a Senior Director, CS Enablement & Strategy to define the vision and execute the digital transformation of our Customer Success Shared Services organization. This leader will oversee CS Transformation, AI/Automation, Internal Enablement, and PMO, shaping scalable operating models and governance across the function.

The role partners with Product, Support, Professional Services, Sales, and Marketing to align digital experience with product launches, while driving measurable