Senior Director, Customer Success Transformation

Crisis24; Annapolis (MD); On-site; USD 180,000 - 240,000; Full time

Job summary

Crisis24 is seeking a Senior Director, Customer Success Transformation to define and advance the transformation agenda that strengthens Customer Success, elevates the customer experience, and enables colleagues to operate with greater consistency and client focus.

The role will lead Voice of the Customer, future-state process and operating-model design, organizational change, CS enablement, and adoption and benefits realization, partnering across multiple functions to deliver measurable outcomes.

Qualifications

• Leadership experience driving enterprise transformation and change programs.
• Proven ability to translate customer and business insights into future-state designs.
• Strong facilitation, stakeholder management, and executive communication skills.
• Experience leading Voice of the Customer programs and adoption efforts.
• Knowledge of SaaS, enterprise software, or technology-enabled services is a plus.

Responsibilities

• Define and lead the Customer Success transformation agenda aligned with CSLT strategy.
• Design future-state capabilities, operating models, and customer experience requirements.
• Develop transformation roadmaps and measure business outcomes.
• Lead Voice of the Customer programs and close-loop actions.
• Partner with CS, Product, Sales, Support, Operations to translate insights into priorities.
• Provide executive-ready recommendations on adoption, value realization, and barriers.

Skills

Leadership

Transformation

Voice of the Customer

Process Improvement

Change Management

Education

Bachelor's degree in Business, Operations, Organizational Development, Communications, Engineering, or a related field

Job description

Crisis24 is seeking a Senior Director, Customer Success Transformation to define and advance the transformation agenda that strengthens Customer Success, elevates the customer experience, and enables colleagues to operate with greater consistency and client focus.

The role will lead Voice of the Customer, future-state process and operating-model design, organizational change, CS enablement, and adoption and benefits realization, partnering across multiple functions to deliver measurable outcomes.