Director, Customer Success & Service
About The Position
Vista is looking for an Associate Director / Director to join the Go-To-Market Group, specializing in Support & Services. This role sits within Vista’s Value Creation Team (VCT), the operating arm of Vista Equity Partners, and works directly with portfolio company executives to diagnose opportunities and deploy improvements spanning AI adoption, process automation, and organizational design. The role also partners with Vista’s investment professionals on new investment evaluations and builds scalable playbooks and cross-portfolio programs that bring Vista’s best practices to companies at scale. This role is remote-based within the United States and is for an immediate start.
Requirements
- Genuine curiosity about how AI is reshaping support and/or services delivery, with a strong passion for building the next generation of support and services organizations
- 10+ years of experience working for technology companies, with progressive responsibilities, including leading a team
- 3+ years of operations experience at a high-growth enterprise SaaS company with at least $300 million in annual revenue; experience within Services, Onboarding, or Customer Support preferred
- 2+ years of experience at a leading consulting firm, investment bank, venture capital firm, or private equity firm; enterprise SaaS focus preferred
- Experience leading transformational projects spanning AI adoption, organizational design, and workflow automation or optimization, with significant and quantifiable business impact
- Demonstrated experience building with AI tools, such as LLM APIs, agents, or AI-native workflows, rather than only using them as a productivity shortcut
- Experience working closely with C-level executives, establishing immediate credibility and rapport
- Strong ability to analyze data at scale
- Strong organizational skills with the ability to manage multiple projects and priorities simultaneously with focus and attention to detail
- Ability to manage ambiguity and achieve superior results in a fast-paced and demanding environment
- Ability to influence multiple stakeholders across varying levels of seniority
Nice To Haves
- experience within Services, Onboarding, or Customer Support preferred
- enterprise SaaS focus preferred
Responsibilities
- Embeds within portfolio companies to diagnose areas of opportunity, define strategic priorities, and deploy targeted improvements spanning AI adoption, process automation, workflow and knowledge optimization, organizational design, and cross-departmental workflows
- Serves as a trusted advisor to portfolio company executives, including CEOs, COOs, CCOs, CTOs, and other functional heads, in developing and implementing initiatives that advance targeted performance goals
- Builds and codifies best practices into products and playbooks that serve as blueprints and accelerate adoption across portfolio companies
- Designs and leads cross-portfolio programs that bring together portfolio companies facing similar challenges, driving adoption of best practices to deliver outsized impact at scale
- Drives strategy for the adoption of emerging technologies and operational innovation, identifying high-priority use cases, recommending technology partners, and architecting scalable technology solutions
- Partners with investment professionals on investment thesis development, investment modeling, and value creation planning when evaluating new investments
- Identifies and cultivates relationships with best-in-class vendors and technology partners, overseeing solution implementation to ensure seamless integration and delivery of measurable outcomes across portfolio companies
Benefits
- annual cash bonus
- comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
