Senior Director, Customer Success & Professional Services - Remote Eligible

Senior Director, Customer Success & Professional Services

We are seeking an experienced and dynamic Senior Director of Customer Success and Professional Services to lead and scale our post-sales organizations. This critical leadership role will be responsible for defining and executing the strategy for customer onboarding, adoption, retention, and expansion, as well as the successful delivery of professional services engagements. The ideal candidate will be a proven leader with a strong background in SaaS, a deep understanding of customer lifecycle management, and a passion for driving customer value and loyalty.

What You'll Do as a Senior Director of Customer Success & Professional Services at Proof:

• Strategic Leadership: Develop and execute a comprehensive strategy for Customer Success and Professional Services that aligns with Proof's overall business objectives and growth targets.
• Team Leadership & Development: Lead, mentor, and grow high-performing teams of Customer Success Managers and Implementation Consultants. Foster a culture of accountability, continuous improvement, and customer advocacy.
• Customer Lifecycle Management: Oversee the entire customer journey, from onboarding and implementation to ongoing adoption, value realization, and ensure renewal. Implement best practices and processes to maximize customer satisfaction and retention.
• Professional Services Delivery: Ensure the successful and profitable delivery of professional services engagements, including implementations, integrations, and custom solutions. Optimize resource allocation and project management methodologies.
• Customer Advocacy & Expansion: Drive programs to identify and cultivate customer advocates and opportunities for account expansion. Partner closely with sales to identify upsell and cross-sell potential.
• Cross-Functional Collaboration: Collaborate effectively with Sales, Product, Marketing, and Engineering teams to ensure a seamless customer experience and to advocate for customer needs and feedback.
• Metrics & Reporting: Define, track, and report on key performance indicators (KPIs) for Customer Success and Professional Services, providing actionable insights to leadership.
• Process Improvement: Continuously evaluate and optimize existing processes and tools to enhance efficiency, scalability, and customer outcomes.

What We're Looking For:

• 10+ years of progressive leadership experience in Customer Success and/or Professional Services within a SaaS environment.
• Proven track record of building, scaling, and leading high-performing teams.
• Deep understanding of customer lifecycle management, retention strategies, and value realization.
• Strong experience in managing professional services organizations, including project delivery, profitability, and resource management.
• Excellent communication, interpersonal, and presentation skills.
• Demonstrated ability to drive strategic initiatives and deliver measurable results.
• Strong analytical skills and ability to leverage data to inform decision-making.
• Experience working with CRM and CS platforms (e.g., Salesforce, etc).

Proof Pillars

• Pave the Way
• Own It
• Act with Integrity
• Play to Win

Here Are Some of Our Great Benefits:

• Medical, dental, and vision benefits
• Life insurance, long and short-term disability coverage
• 401k Plan with a 4% match, beginning on your hire date
• Unlimited Sick and Vacation time
• 14 paid company holidays
• 2 company Chillax weeks (Summer & Winter)
• 12 weeks of paid parental leave
• 4 week sabbatical after 5 years of continuous full time employment
• Health Reimbursement Arrangements for fertility and gender affirmation
• Lunch on Proof through Grubhub credit
• Monthly work from home stipend
• Professional development credit
• Monthly reimbursement for Wellness
• And more!

$190,000 - $290,000 a year

This is the expected total cash compensation range for this position. The salary offered within this range will be determined based on factors including but not limited to skills, qualifications, experience and location. The total compensation package for this role includes base pay, commissions, the benefits listed above, and equity.