Senior Director, Customer Success — Scale & Enablement

Finys; Troy (MI); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health insurance

Vision plan

Dental plan

Life insurance

Paid vacation

Paid holidays

401(k) matching

Flexible schedule

Bonus opportunities

Job summary

Finys is seeking a Senior Director of Customer Success to define and scale a unified CS function spanning Production Support, Enablement, and CS Management. You will own the end-to-end post-implementation lifecycle, driving high-quality client experiences through scalable models and data-driven decisions.

You will lead managers across CS functions, establish strategies across the full portfolio, and collaborate with Product, Technology, Sales, and Implementation to ensure consistent service

Qualifications

• Experience leading Enterprise SaaS Customer Success functions across support, enablement, and lifecycle management.
• Ability to design scalable operating models for multi-functional teams.
• Proven track record in cross-functional stakeholder management at executive levels.
• Data-driven decision making using KPIs, health metrics, and operational analytics.
• Familiarity with SLA oversight, ticketing systems, and support delivery models.
• Experience applying AI/automation in customer operations.

Responsibilities

• Define and implement a unified Customer Success operating model across Support, Enablement, and Customer Success Management.
• Lead and develop managers across all Customer Success functions.
• Establish and maintain customer success strategies across the full customer portfolio.
• Oversee customer health monitoring frameworks, including risk identification and mitigation processes.
• Ensure effective support operations, including intake, triage, escalation, and resolution processes.
• Define and standardize enablement strategies, including training delivery and content management.
• Design and maintain scalable systems for knowledge management and self-service support.
• Establish and track performance metrics across Support, Enablement, and Customer Success functions.
• Optimize resource allocation across reactive and proactive customer engagement activities.
• Drive cross-functional collaboration with Product, Technology, Sales, and Implementation teams.
• Implement continuous improvement frameworks using operational insights and customer feedback.
• Standardize processes and enforce operational consistency across all CS functions.
• Lead tooling initiatives for the team, ensuring CRM platforms and enablement technologies align with goals.
• Ensure operational efficiency and scalability across all customer-facing processes.
• Act as executive escalation point for complex customer issues and operational challenges.
• Lead evaluation and implementation of AI and automation capabilities to improve scalability.

Skills

Enterprise SaaS

Leadership

Organizational design

Strategic thinking

People management

Cross-functional collaboration

KPIs & data analytics

Service operations

Enablement strategy

Process improvement

AI & automation

Insurance/enterprise software

Job description

Finys is seeking a Senior Director of Customer Success to define and scale a unified CS function spanning Production Support, Enablement, and CS Management. You will own the end-to-end post-implementation lifecycle, driving high-quality client experiences through scalable models and data-driven decisions.

You will lead managers across CS functions, establish strategies across the full portfolio, and collaborate with Product, Technology, Sales, and Implementation to ensure consistent service