Director, Post-sales Strategy & Operations

Diligent Corporation-posted 4 months ago
$151,000 - $194,000/Yr
Full-time • Senior
Washington, DC
1,001-5,000 employees
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We are seeking a Director, Post-sales Strategy & Operations to partner with Professional Services and Support leadership in building a world-class, technology-enabled customer success organization. You will define and execute the vision, strategy, and roadmap for post-sales excellence, leveraging AI and automation to scale operations and optimize customer experience. Our products are used by over 23,000 organizations, including 62% of the Fortune 500, 90% of the FTSE 100, and 83% of the ASX 200. The ideal candidate will have a proven track record in building high-performing customer experience operations, with hands-on expertise in applying AI/ML to transform workflows and decision-making in SaaS environments.

  • Recommend, lead, and execute the Professional Services and Support strategy, embedding AI and automation into processes to drive scale and drive incremental GDR lifts.
  • Partner with leadership teams to reimagine the post-sales customer journey through AI-powered insights and personalized experiences.
  • Identify and realize business opportunities and process improvements across PS and Support teams (e.g., automation for workflows such as case routing and onboarding sequences).
  • Establish automated dashboards to monitor business health and surface real-time recommendations for corrective action.
  • Work with partners to drive the Professional Services and Support annual planning process, including bottom-up target setting.
  • Introduce anomaly detection to proactively flag operational risks before they impact customer experience.
  • Attract, grow, and retain top talent, cultivating strategic, operational, AI literacy and data fluency across the team.
  • Champion a culture of innovation, experimentation, and continuous learning.
  • 10+ years of experience in a strategic, operations, and/or consulting role.
  • 5+ years managing high-performing teams.
  • Experience with Salesforce and OpenAir (and other PS tools).
  • Sharp analytical and problem-solving skills with a strong bias for action, thinking from first principles and delivering the best results.
  • Ability to translate complex data into actionable business insights and strategic recommendations.
  • Ability to lead cross-functional teams and collaborate across departments (Professional Services, Support, Customer Success, IT, Analytics) to ensure alignment and successful execution of Post-sales operations.
  • Strong understanding of business process optimization and automation, with experience redesigning and scaling processes to meet the needs of a growing organization.
  • Strong leadership skills, with the ability to lead cross-functional teams, collaborate across departments, manage teams and engage with both technical and non-technical stakeholders.
  • Ability to thrive in a fast-paced, ever-changing environment, managing multiple priorities and executing efficiently to achieve business goals.
  • Flexible work environment.
  • Global days of service.
  • Comprehensive health benefits.
  • Meeting free days.
  • Generous time off policy.
  • Wellness programs.
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