Senior Director, Customer Success Product Portfolio Management

Jobgether

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About The Position

This senior leadership role is responsible for shaping the strategy, vision, and execution of Customer Success (CS) product offerings across the organization. You will oversee the full lifecycle of CS products and services, ensuring they deliver measurable business outcomes and drive growth, retention, and customer value. Partnering closely with cross-functional leaders—including Engineering, Sales, Marketing, and Support—you will implement data-driven strategies and emerging technologies to optimize operations and monetize CS initiatives. The position requires a blend of operational leadership, financial acumen, and technical expertise in SaaS environments. Success in this role will directly impact customer satisfaction, operational efficiency, and the company’s overall revenue growth. This is an opportunity to lead transformative CS programs at scale while driving innovation across global teams.

Requirements

• 15+ years of experience in Customer Success, Product Management, Product Strategy, or related roles within enterprise SaaS/technology environments.
• Proven ability to manage complex product portfolios and successfully monetize service offerings.
• Strong technical acumen with experience collaborating closely with engineering and technical deployment teams.
• Demonstrated financial expertise, including P&L ownership, business case development, and data-driven decision making.
• Operational leadership with experience establishing and tracking OKRs, KPIs, and performance metrics.
• Deep knowledge of CS transformation initiatives, automation, and AI/ML applications for service optimization.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.

Responsibilities

• Define and execute the long-term vision and roadmap for Customer Success product offerings, ensuring alignment with business goals.
• Translate customer insights, market trends, and analytics into actionable product features, service enhancements, and operational improvements.
• Lead adoption of emerging technologies, including AI/ML solutions, to optimize CS workflows and automate key processes.
• Partner with cross-functional teams to ensure seamless strategy execution from ideation to launch.
• Establish, monitor, and refine KPIs and OKRs to measure product impact, adoption, and value delivered to customers.
• Oversee the lifecycle management of CS products, including pricing, packaging, deployment, and monetization strategies.
• Provide leadership and mentorship to CS product teams, fostering innovation, accountability, and operational excellence.

Benefits

• Competitive total compensation based on location and experience, including base salary and performance-based bonus.
• Unlimited paid time off, 12 paid holidays, and additional global self-care days.
• Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents.
• Comprehensive medical, dental, and vision coverage starting on day one.
• Employee Assistance Program (EAP) with mental health support and therapy sessions.
• 401(k) retirement plan with employer matching contributions.
• Fertility, adoption, and surrogacy support programs.
• Professional development and learning opportunities through on-demand courses, mentoring, and workshops.
• Additional perks including digital wellness tools, legal services, identity protection, and tax-advantaged spending accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed