SR Director Customer Experience
About The Position
We are seeking a transformational Senior Director of Customer Experience & Technical Revenue to lead and evolve our post-sales organization, including Account Management, Product Support, Implementation, and Technical Account Management. This leader will be responsible not only for operational excellence, but for turning highly technical teams into customer-facing, revenue-driving partners. You will embed a commercial mindset across the post-sales lifecycle, enabling teams to identify, influence, and close expansion opportunities while maintaining world-class customer outcomes. Reporting to the VP of Global Revenue, this role is highly cross-functional, partnering closely with Sales, Marketing, and Product to align post-sales execution with go-to-market strategy and revenue growth objectives.
Requirements
- 8+ years experience with 5+ years in leadership roles
- Proven success driving revenue through post-sales teams
- Experience transforming technical teams into commercial partners
- Strong understanding of enterprise technical sales cycles
- Strategic and execution-focused mindset
- Excellent communicator and cross-functional influencer
- Data-driven and experienced in forecasting
- Thrives in fast-paced environments
Nice To Haves
- Experience building renewals and expansion motions
- Background in Sales Engineering or Technical Sales
- Experience influencing product roadmap
- Startup or high-growth environment experience
Responsibilities
- Drive Post-Sales Revenue & Technical Selling:
- Transform post-sales functions into technically credible, revenue-aware advisors
- Embed expansion, upsell, and renewal ownership across technical roles
- Partner with Sales to co-own customer growth strategy
- Develop account planning frameworks tied to growth
- Build a Revenue-Centric Operating Model:
- Own forecasting for renewals and expansion pipeline
- Implement methodologies aligning delivery with revenue outcomes
- Establish performance metrics tied to revenue influence
- Upskill Technical Teams into Commercial Operators:
- Design enablement programs for value-based selling and negotiation
- Coach leaders to translate technical expertise into business impact
- Scale Customer Engagement & Coverage Models:
- Build scalable programs across segments
- Align segmentation with growth potential
- Operational Excellence & Customer Experience:
- Drive process optimization and AI-driven initiatives
- Own capacity planning and budgeting
- Implement self-service strategies
- Define and Operationalize Best Practices:
- Standardize engagement models
- Establish KPIs across experience and revenue
Benefits
- Valimail offers a competitive benefits package for all of our full-time employees.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
501-1,000 employees
