Senior Director, Transformation Services

Crisis24•Annapolis, MD

3d•$175,000 - $175,000

About The Position

The Senior Director, Customer Success Transformation defines and advances the transformation agenda for the Customer Success organization. The role strengthens customer experience and helps colleagues work with greater consistency, clarity, and customer centricity. It leads the Voice of the Customer program, future-state process and operating-model design, organizational change, Customer Success enablement, and adoption and benefits realization. Working across Customer Success, Product, Sales, Support, Operations, and other functions, the Senior Director translates customer insight and business priorities into improved ways of working, prepares colleagues for change, and ensures new capabilities and behaviors are adopted and sustained. The role is accountable for transformation outcomes and adoption, and partners with the Project Management Office on portfolio governance, integrated delivery planning, project controls, and executive delivery reporting. The role also protects Crisis24 and stakeholder data and systems by following policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement. Crisis24 states that it is an equal opportunity employer committed to a diverse work environment.

Requirements

Bachelor's degree in Business, Operations, Organizational Development, Communications, Engineering, or a related field.
10+ years of experience in customer success, customer experience, operations, transformation, enablement, change management, process improvement, or a related field.
At least 5 years of experience in a leadership role.
Proven experience leading enterprise transformation, Voice of the Customer, future-state process or operating-model design, organizational change, or enablement initiatives.
Ability to translate customer insight, operational data, and business priorities into future-state designs, adoption strategies, and measurable outcomes.
Excellent leadership, facilitation, communication, stakeholder management, and executive presentation skills.
Adhere to Crisis24 information-security policies, report incidents and potential problems, and complete regular training.

Nice To Haves

Experience in enterprise software, SaaS, technology-enabled services, customer operations, or management consulting.
Change management, Lean, Six Sigma, service design, or comparable certification.

Responsibilities

Shape and maintain the Customer Success transformation agenda in alignment with CSLT strategy, customer needs, colleague pain points, and business priorities.
Define future-state capabilities, operating models, roles, processes, behaviors, and customer experience requirements for major transformation themes.
Develop transformation roadmaps and business outcome measures with functional leaders and the PMO; advise CSLT on transformation choices, organizational implications, readiness, and value realization.
Lead and mature the Voice of the Customer program, capturing feedback, identifying themes, and translating insights into measurable business actions.
Partner with Customer Success, Product, Support, Sales, and Operations leaders to use customer feedback in priorities, experience design, and operating improvements; establish closed-loop mechanisms connecting insights to actions and outcomes.
Lead future-state process improvement and service-design efforts to reduce friction, simplify work, improve consistency, and strengthen customer and colleague experience.
Define scalable playbooks, standards, operating practices, and experience principles with functional subject-matter experts; use customer insight, operational data, colleague input, and root-cause analysis to identify opportunities and measure improvement.
Hand approved transformation initiatives to the PMO for delivery governance while retaining accountability for design intent, adoption, and benefits.
Lead change strategy for operating-model changes, role clarity, team transitions, new capabilities, and new ways of working; establish approaches for stakeholder alignment, change impacts, communication, readiness, adoption, reinforcement, and resistance management.
Partner with senior leaders and people managers to ensure changes are understood, championed, and sustained with minimal disruption; monitor adoption and behavior-change measures and intervene when outcomes are not being realized.
Set the CS Enablement strategy and build programs to improve customer centricity, role effectiveness, leader capability, and consistent execution.
Ensure colleagues receive training, tools, content, coaching support, and reinforcement to adopt new processes and perform effectively; develop enablement and readiness plans for launches, process changes, operating-model changes, and transformation initiatives.
Measure enablement effectiveness through readiness, proficiency, adoption, behavior, and business outcome indicators.
Lead transformation workstreams focused on design, alignment, change, and adoption across Customer Success and partner functions.
Partner with the PMO to convert approved roadmaps into governed programs with clear milestones, owners, dependencies, risks, and reporting; provide executive-ready recommendations on direction, readiness, adoption, benefits, and barriers to value realization.
Promote continuous improvement, customer centricity, no surprises, and fact-based decision-making.
Drive transformation priorities that improve customer satisfaction, adoption, retention, growth, and ease of doing business, grounding activity in customer value.
Protect Crisis24 and stakeholder data and systems by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.