Senior Director, Global Client Success

Ladders; United States; On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Professional growth opportunities

Global operations exposure

Collaborative environment

Innovation in customer success

Job summary

Ladders is seeking a Senior Director, Global Client Success to shape the strategy and execution of global client success operations, with a focus on scalable processes, governance, and measurable customer outcomes across enterprise engagements.

The role partners with cross-functional teams to strengthen onboarding, adoption, and support readiness, while improving customer health and implementation quality in an international environment.

Qualifications

• 10+ years in product operations, client success, or SaaS-related leadership roles
• 5+ years leading cross-functional teams in enterprise software or analytics
• Experience with customer lifecycle operations and support readiness
• Strong background in building scalable operating models and governance frameworks
• Demonstrated expertise in executive communication and stakeholder management

Responsibilities

• Develop and execute strategies for client success and product operations
• Lead onboarding and adoption programs to ensure customer satisfaction
• Monitor customer health and implement proactive engagement strategies
• Establish standards for implementation quality and risk management
• Drive continuous improvement initiatives across operational workflows

Job description

For our client, we are seeking a Senior Director, Global Client Success to join the team of a leader in the Business Services space.

This senior leader will shape the strategy and execution of global client success operations, with a strong emphasis on scalable processes, governance, and measurable customer outcomes. The role will partner closely with cross-functional teams to strengthen onboarding, adoption, and support readiness across enterprise client engagements. It also carries responsibility for improving customer health, implementation quality, and operational performance in a complex, international environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $150,000 - $180,000 annually

Responsibilities

• Develop and execute strategies for client success and product operations
• Lead onboarding and adoption programs to ensure customer satisfaction
• Monitor customer health and implement proactive engagement strategies
• Establish standards for implementation quality and risk management
• Drive continuous improvement initiatives across operational workflows

Qualifications

• 10+ years in product operations, client success, or SaaS-related leadership roles
• 5+ years leading cross-functional teams in enterprise software or analytics
• Experience with customer lifecycle operations and support readiness
• Strong background in building scalable operating models and governance frameworks
• Demonstrated expertise in executive communication and stakeholder management

Benefits

• Full-time employment with opportunities for professional growth
• Potential for involvement in global operations and transformation projects
• Work in a collaborative environment with cross-functional teams
• Engagement in innovative processes related to customer success and operational excellence
• Possibility to lead and influence significant organizational changes

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification-your background could be exactly what this team needs.