Senior Director, Expert Services

Optimizely; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Optimizely is seeking a Senior Director of Technical Account Management (TAM) and Subscription Services to lead the go-to-market strategy, packaging, and delivery of recurring services that drive product GRR and NRR.

In this role, you will shape service tiers, pricing, and delivery frameworks, partnering with regional leaders to embed subscription services into strategic deals and scale globally across geographies.

Qualifications

• 10+ years in management consulting, professional services, or SaaS advisory roles.
• 4+ years in a leadership role overseeing recurring services or subscription businesses.
• Proven track record of owning or influencing a services P&L and driving GRR/NRR.
• Strong consulting background from a top firm or equivalent advisory leadership experience.
• Deep understanding of martech and digital experience ecosystems including CMS, experimentation, and AI tools.

Responsibilities

• Own go-to-market strategy, packaging, and pricing for TAM and subscription services.
• Refine service packages based on market feedback and adoption data to improve retention and expansion.
• Build financial models and business cases for new service offerings.
• Collaborate with Sales, CS, Product, and Finance to align pricing with strategy.
• Develop sales enablement materials, scoping guides, and ROI frameworks for quick deals.
• Create a scalable operating model for delivery and own the TAM and subscription services P&L.
• Define and track KPIs with GRR and NRR as north-star metrics and monitor CSAT/NPS and churn.
• Embed TAM and subscription services into multi-product/platform deals with executive alignment.
• Partner with regional leaders to ensure global delivery quality and capacity planning.
• Provide structured customer feedback to Product and Engineering and build competitive moats.

Skills

Management consulting

Strategic leadership

Financial modeling

Data-driven mindset

Cross-functional

Education

Bachelor's degree

Job description

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Location: Austin, US, 78705 Minneapolis, MN, US, 55401 Nashua, US, 3063

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers.

From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go.

10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech.

But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together.

If you want to be part of a team that's shaping the future of marketing technology — and actually enjoys doing it — you're in the right place.

Find us on Instagram: @optimizely

Introduction

The Senior Director of Technical Account Management (TAM) and Subscription Services is a strategic leadership role within Expert Services with a clear north star: driving product GRR (gross revenue retention) and NRR (net revenue retention). Everything this role builds-the go-to-market strategy, packaging, pricing, team, and delivery model-exists to ensure customers adopt,retain, and expand their use of Optimizely's product portfolio. This is not aservices-for-services'-sake role;it'sa product retention and expansion engine delivered through subscription-based technical engagements.

As Optimizely's product portfolio expands-including the rapid growth of Opal AI and agentic capabilities-this role will ensure the TAM and subscription services model evolves in lockstep with the business, creating new service tiers, defining delivery frameworks, and scaling operations globally. A critical part of this role is partnering with regional Customer Success and Sales leaders to make subscription services a natural, embedded part of the sales process for strategic accounts-directly contributing to the company's ability toretainand grow product revenue. The ideal candidate isequalparts strategist, operator, and people leader who understands that recurring technical services are the lever that moves product GRR and NRR.

We'relooking for someone with a strong management consulting or advisory background-the kind of structured, analytical thinking you develop at firms like Deloitte, Accenture, McKinsey, or similar. You know how to build a business case, design a service offering from scratch, and bring the rigor of consultingmethodologyto an in-house leadership role.You'velikely transitionedfrom consulting into SaaS services leadership and understand how to apply that foundation to drive scalable, repeatable outcomes.

Job Responsibilities

Go-to-market strategy, packaging, and pricing

• Own the end-to-end go-to-market strategy for TAM and subscription services, including positioning, packaging, and pricing across all tiers (Essential, Enhanced, Advanced).
• Continuously refine service packages based on market feedback, competitive benchmarking, and customer adoption data-alwaysoptimizing forthe packages that most directly improve product retention and expansion.
• Build andmaintainfinancial models and business cases for new service offerings, applying the structured analytical approach expected of a consulting-caliber leader.
• Collaborate with Sales, Customer Success, Product, and Finance to align pricing models with Optimizely's broader commercial strategy and GTM motion.
• Develop sales enablement materials, scoping guides, and ROI frameworks that make it simple for Account Executives to position and close subscription services deals within 24 hours.

Scaling the business and driving adoption

• Build and execute a scalable operating model for TAM and subscription services delivery, balancing dedicated and shared engagement models across customer segments and deal sizes.
• Own the P&L for the TAM and subscription services practice, including revenue targets, margin management,utilization, and headcount planning.
• Define and track key performance indicators with product GRR and NRR as the primary north star metrics. Secondary KPIs include subscription services attach rate, product adoption scores, customer satisfaction (CSAT/NPS), time-to-value, and churn correlation analysis linking TAM engagement to retention outcomes.
• Drive predictable, recurring revenue growth by expanding subscription services penetration across the installed base and embedding TAM and subscription services into multi-product and platform deals - with a direct line of sight to how each engagement improves product G RR and NRR.
• Partner with regional Customer Success and Sales leaders to ensure the subscription services motion is a natural part of the sales process for strategic accounts - driving growth, expansion, and long-term customer value through proactive service attach.
• Partner with regional delivery leaders across North America, EMEA, and APJ to ensure consistent service quality and capacity planning at a global scale.

Strategic advisory and product value realization

• Establisha customerengagementmethodologyanchored in scoping, planning, and optimization cycles-designed to systematically increase product adoption, reduce churn risk, and create measurable uplift in GRR and NRR.
• Define the subscription services strategic advisory framework: capability reviews, solution architecture assessments, program governance, and maturity model progression.
• Embed Opal AI adoption into the subscription services motion-ensuring TAMsidentifyhigh-impact AI use cases, conduct enablement sessions, design agent workflows, and surface expansion opportunities.
• Act as the voice of the customer back into Product and Engineering, providing structured feedback on platform gaps, feature requests, and adoption blockers.
• Create a competitive moat by ensuring customers receive ongoing strategic and technical value that deepens platform adoption, strengthens product stickiness, and directly reduces logo and revenue churn.

Knowledge and Experience

• 10+ years of progressive experience in management consulting, technical account management, professional services, customer success, or solutions consulting within SaaS, digital experience, or enterprise software.
• 4+ years in a leadership role with direct responsibility for building or scaling a recurring services business, including go-to-market strategy, service design, packaging, and pricing.
• Proventrack recordof owning or significantly influencing a services P&L, with demonstrable evidence that your work directly improved product GRR and NRR-not just services revenue in isolation.
• Strong consulting or advisory background-you'veworked at a top-tier management consulting firm (e.g., Deloitte, Accenture, McKinsey, BCG, PwC, EY, KPMG, Bain) or candemonstrateequivalent consulting rigor through advisory or professional services leadership.
• Deep understanding of themartechand digital experience ecosystem, with hands-on familiarity across CMS, experimentation, content management, and AI-driven tools.
• Experience designing and operationalizing tiered service models (shared, dedicated, and specialist overlays) across multiple geographies.
• Exceptional executive presence with the ability to influence C-level stakeholders-both internally and with enterprise customers.
• Data-driven mindset with fluency in building business cases, financial models,and usingcustomer health analytics to inform strategy.
• Bachelor'sdegree in a relevant fieldrequired.

Education

Bachelors or higher equivalent

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.