Senior Director, CS Transformation & AI Enablement

ModMed; United States; Hybrid; USD 180,000 - 270,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with 50% match up to 6%

Paid time off & parental leave

Life & Disability insurance

FSA & EAP

Job summary

ModMed seeks a Senior Director of CS Enablement & Strategy to define the strategic vision and execution for a four-pillared Customer Success Shared Services organization. You will govern the CS technology stack (Gainsight, SFDC, Genesys, WalkMe, LMS) and drive AI/automation adoption across the customer lifecycle.

You will partner with Product, Engineering, Support, Professional Services, and Marketing to align digital experience requirements, accelerate product launches, and ensure

Qualifications

• 12+ years in Customer Success Operations, Enablement, Business Transformation, or Technology Strategy in SaaS.

Responsibilities

• Lead end-to-end CS operating model redesigns and service innovation across CS units.
• Set enterprise CS tech stack governance and multi-year roadmaps (Gainsight, SFDC, Genesys, WalkMe, LMS).
• Drive AI/automation adoption, including RPA, across the customer lifecycle.
• Oversee CS PMO governance, delivery, and cross-functional initiatives.

Skills

CS Operations

Enablement Leadership

Technology Strategy

AI/Automation

Gainsight

Salesforce (SFDC)

LMS

Education

Bachelors Degree

Advanced Degree Preferred

Tools

Gainsight

SFDC (Salesforce)

Genesys

WalkMe

LMS

Job description

ModMed seeks a Senior Director of CS Enablement & Strategy to define the strategic vision and execution for a four-pillared Customer Success Shared Services organization. You will govern the CS technology stack (Gainsight, SFDC, Genesys, WalkMe, LMS) and drive AI/automation adoption across the customer lifecycle.

You will partner with Product, Engineering, Support, Professional Services, and Marketing to align digital experience requirements, accelerate product launches, and ensure