Senior Director, Strategic Customer Programs

The Senior Director of Strategic Customer Programs will architect and continuously refine the strategy, processes, and insights that power Customer Success at scale. This role owns the operating model—tools, data, programs, and communications—that keeps the CS teams efficient, transparent, and relentlessly focused on member and customer outcomes. This highly cross‑functional leadership role partners closely with CS leadership, Sales, Marketing, Data Science, and Product. Responsibilities include designing and optimizing end‑to‑end CS workflows, driving CS enablement with playbooks and training, establishing transparent performance reporting, and serving as product owner for Gainsight. The role also involves owning the customer health model, leading executive sponsor programs, building a customer reference program, and owning customer communications strategy. Success in this role involves high platform adoption, revenue retention, predictive insight, executive engagement, and communication effectiveness. The ideal candidate will bring 8+ years in Customer Success, CS Operations, RevOps, or related GTM functions in B2B SaaS, with 5+ years administering Gainsight. They should have a proven track record in designing customer health models and executive programs, with strong strategic thinking, project‑management skills, and a data‑driven mindset. Excellent communication skills and the ability to lead cross‑functional teams are essential.