Senior Director, Transformation Services

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

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations.

At Crisis24, we don't just offer jobs - we offer missions. We recruit the very best from the military, intelligence agencies, academia, law enforcement, medicine, or any of our areas of specialty. We protect more than places. We protect people, reputations, and lifestyles, with integrity, discipline, discretion, and purpose. Whether you're stepping into civilian life after service, seeking personal or professional growth, or bringing specialized expertise to a higher calling, we match your ambition with real opportunity. Do the most important work of your career, helping safeguard the world's most important organizations and individuals against risk.

More information is available at https://www.crisis24.com/careers

Senior Director, Customer Success Transformation

The Senior Director, Customer Success Transformation is responsible for defining and advancing the transformation agenda that strengthens the Customer Success organization, elevates the customer experience, and enables colleagues to operate with greater consistency, clarity, and customer centricity. This role will lead the Voice of the Customer program, future-state process and operating-model design, organizational change, CS enablement, and adoption and benefits realization.

The Senior Director will partner across Customer Success, Product, Sales, Support, Operations, and other functions to translate customer insight and business priorities into better ways of working, prepare colleagues for change, and ensure new capabilities and behaviors are adopted and sustained. The role is accountable for transformation outcomes and adoption, while partnering with the Project Management Office for portfolio governance, integrated delivery planning, project controls, and executive delivery reporting.

What You Will Work On:

Transformation Strategy and Future-State Design

• Shape and maintain the Customer Success transformation agenda in alignment with CSLT strategy, customer needs, colleague pain points, and business priorities.
• Define future-state capabilities, operating models, roles, processes, behaviors, and customer experience requirements for major transformation themes.
• Develop transformation roadmaps and business outcome measures in partnership with functional leaders and the PMO.
• Advise CSLT on transformation choices, organizational implications, readiness, and value realization.

Voice of the Customer

• Lead and mature the Voice of the Customer program to capture customer feedback, identify emerging themes, and translate insights into measurable business actions.
• Partner with Customer Success, Product, Support, Sales, and Operations leaders to ensure customer feedback informs priorities, experience design, and operating improvements.
• Establish closed-loop mechanisms so customer insights are visible, acted upon, and connected to customer and business outcomes.

Process Improvement and Experience Design

• Lead future-state process improvement and service-design efforts that reduce friction, simplify work, improve consistency, and strengthen customer and colleague experience.
• Define scalable playbooks, standards, operating practices, and experience principles in partnership with functional subject-matter experts.
• Use customer insight, operational data, colleague input, and root-cause analysis to identify opportunities and measure realized improvement.
• Hand approved transformation initiatives to the PMO for delivery governance while retaining accountability for design intent, adoption, and benefits.

Organizational Change and Adoption

• Lead change strategy for operating-model changes, role clarity, team transitions, new capabilities, and new ways of working.
• Create structured change approaches covering stakeholder alignment, change impacts, communication, readiness, adoption, reinforcement, and resistance management.
• Partner with senior leaders and people managers to ensure changes are understood, championed, and sustained with minimal disruption to customers and colleagues.
• Define and monitor adoption and behavior-change measures, intervening when outcomes are not being realized.

CS Enablement and Capability Building

• Set the CS Enablement strategy and build programs that improve customer centricity, role effectiveness, leader capability, and consistent execution.
• Ensure colleagues receive the training, tools, content, coaching support, and reinforcement needed to adopt new processes and perform effectively.
• Develop enablement and readiness plans for major launches, process changes, operating-model changes, and transformation initiatives.
• Measure enablement effectiveness through readiness, proficiency, adoption, behavior, and business outcome indicators.

Cross-Functional Transformation Leadership

• Lead transformation workstreams focused on design, alignment, change, and adoption across Customer Success and partner functions.
• Partner with the PMO to convert approved transformation roadmaps into governed programs with clear milestones, owners, dependencies, risks, and reporting.
• Provide executive-ready recommendations on transformation direction, readiness, adoption, benefits, and barriers to value realization.
• Promote a culture of continuous improvement, customer centricity, no surprises, and fact-based decision-making.

Customer Retention, Growth, and Experience

• Drive transformation priorities that improve customer satisfaction, adoption, retention, growth, and ease of doing business.
• Connect customer insights, experience design, process improvement, enablement, and change management to measurable customer and business outcomes.
• Ensure transformation activity remains grounded in customer value rather than change for its own sake.

What You Will Bring (Qualifications):

• Bachelor's degree in Business, Operations, Organizational Development, Communications, Engineering, or a related field.
• 10+ years of experience in customer success, customer experience, operations, transformation, enablement, change management, process improvement, or a related field, including at least 5 years in a leadership role.
• Proven experience leading enterprise transformation, Voice of the Customer, future-state process or operating-model design, organizational change, or enablement initiatives.
• Strong ability to translate customer insight, operational data, and business priorities into future-state designs, adoption strategies, and measurable outcomes.
• Excellent leadership, facilitation, communication, stakeholder management, and executive presentation skills.
• Experience in enterprise software, SaaS, technology-enabled services, customer operations, or management consulting preferred.
• Change management, Lean, Six Sigma, service design, or comparable certification preferred.

Information Security

• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.