Delivery Director, Customer Success

Centric Software•Campbell, CA

15d•$150,000 - $200,000

About The Position

Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market. Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional. The Delivery Director (Customer Success) is responsible for leading Centric PLM post-implementation services organization. This role sits at the intersection of customer relationship management, operational excellence, and professional services delivery. This role is both customer-facing and operational, requiring strong leadership in team management, service delivery, and customer engagement.

Requirements

Background in PLM, ERP, Supply Chain, Retail, or complex enterprise platforms implemenations
Strong technical background
Experience managing P&L or services revenue targets
Strong understanding of enterprise software implementation and post-go-live lifecycle
Proven experience building operational processes and scalable service models
Experience building playbooks and standardized service offerings.
Excellent executive-level communication and stakeholder management skills
Familiarity with customer health scoring tools
Ability to balance customer advocacy and operational excellence

Responsibilities

Customer Success Leadership Own the post-implementation customer lifecycle, from go-live through steady-state adoption and expansion.
Act as executive sponsor for strategic customer accounts.
Ensure customers achieve defined business outcomes and ROl from the software solution.
Establish governance frameworks with customers (QBRs, success plans, adoption reviews).
Drive customer satisfaction, retention, and referenceability.
Professional Services Team Management Lead, coach, and develop a team of post-implementation Professional Services consultants.
Define capacity planning, resource allocation, and utilization targets.
Establish standards, playbooks, and methodologies for post-go-live services.
Ensure consistent, high-quality service delivery across all accounts.
Partner with Implementation, Support, and Product teams to ensure seamless customer experience.
Operational Excellence Build and manage the operational model for post-implementation services.
Define KPis and metrics to measure adoption, value realization, and team performance.
Develop scalable processes for onboarding customers into Customer Success programs.
Manage forecasting, budgeting, and revenue targets for services engagements.
Implement tools and reporting to track customer health and service performance.
User Adoption & Value Realization Create structured adoption programs and success plans tailored to customer maturity.
Ensure customers fully leverage product capabilities through workshops, optimization sessions, and training.
Identify expansion opportunities based on usage patterns and customer goals.
Cross-Functional Collaboration Partner with Sales for renewals and expansion opportunities.
Work with Product to relay customer feedback and influence roadmap priorities.
Collaborate with Support to proactively address risk accounts.
Align with Implementation teams for smooth transition from project to steady -state.