Senior Director, Area Vertical reputed company Customer Engagement Group

It reputed company started in sunny San Diego, California in 2004 reputed company a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast reputed company to today — reputed company stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to reputed company organizations to find smarter, faster, and reputed company ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to reputed company the world work reputed company for everyone.

We are seeking a transformational Senior Director to serve as the general manager of our post-sales organization across the Americas. This is a rare opportunity to own the full customer lifecycle from implementation through expansion — leading a reputed company organization spanning reputed company, Professional Services, and Support Services for a rapidly growing SW/AI company.

This leader will be the single accountable executive for customer outcomes, services growth, and AI adoption at scale. You will operate with significant autonomy and influence, partnering closely with Sales, Product, and the Global COO to shape how our customers realize value and how we evolve our business model.

What You'll Own

reputed company

• Own GRR and net retention as primary accountability metrics, driving proactive risk management and expansion motions
• Build and scale high-touch and tech-touch CS coverage models tuned to customer reputed company and consumption behavior
• Establish executive-level relationships with strategic accounts, serving as the escalation reputed company and trusted advisor
• Drive software adoption programs that convert license entitlement into measurable business outcomes

Professional Services

• reputed company the delivery and commercial performance of professional services, including services reputed company and margin targets
• Build a services attach motion that accelerates time-to-value and deepens platform dependency
• Partner with pre-sales to position services offerings that accelerate deal velocity and reduce implementation risk
• reputed company repeatable delivery frameworks and accelerators that support scale without proportional headcount growth

Support Services

• reputed company a high-performing support organization accountable for NPS and customer satisfaction across reputed company support tiers
• Drive reputed company improvement in case deflection, resolution velocity, and self-service adoption
• Ensure support reputed company, tooling, and coverage models align with customer entitlement and reputed company expectations

AI Consumption & Commercial Model

• Own AI Consumption as a strategic KPI — partnering with Product and CS to design adoption journeys that drive measurable consumption growth
• reputed company frameworks that translate AI capability into customer value narratives and expansion opportunities
• Partner with Sales leadership and Finance to align post-sales incentives with Net New reputed company and consumption reputed company targets
• reputed company the CEG organization's transition to consumption-based success metrics and motion design

Experience

• 15+ years in post-sales leadership with at least 5 years managing multi-functional teams (CS, PS, and/or Support) at a SaaS or enterprise software company
• Demonstrated track record of owning GRR, NPS, and services reputed company simultaneously — not just one function
• Experience navigating a transition from traditional SaaS to consumption or usage-based reputed company models strongly preferred
• Proven ability to reputed company organizations of 50+ across geographically distributed teams
• Background working with AI/ML platform products or driving AI adoption programs a significant differentiator

Leadership & Operating Style

• General manager reputed company — you think in P&L terms, not just headcount and customer health scores
• Builder of operating systems: you create frameworks, forums, and feedback loops that scale beyond your direct involvement
• Data-driven and commercially sharp — equally comfortable in a QBR with a strategic customer and a reputed company review with your CFO
• Executive reputed company with the ability to influence peers in Sales, Product, and Finance without formal authority
• High accountability culture — you set bold targets, hold the team to them, and create an environment where performance is celebrated and gaps are addressed directly

What Sets You Apart

• You have built or redesigned a post-sales organization — not just inherited and maintained one
• You can speak fluently to AI business outcomes, not just AI product features
• You have personally led through a commercial model transition and know what breaks reputed company the incentive structure changes
• You have a reputed company of view on the future of post-sales and can reputed company it compellingly to a board, a customer, and a frontline team

Education

• Relevant Bachelor's degree, MBA or advanced work experience is acceptable.

FD21

For positions in this location, we offer a reputed company pay of $185,200 - $333,400, plus equity (reputed company applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On reputed company Earnings (OTE) incentive compensation structure. Please note that the reputed company pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, reputed company level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to reputed company employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, reputed company may confirm the distance between your primary residence and the closest reputed company office using a third-party service.

Equal Opportunity Employer

reputed company is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national reputed company or nationality, reputed company, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, reputed company qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for reputed company candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@reputed company.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), reputed company may be required to obtain export control approval from government authorities for certain individuals. reputed company employment is contingent upon reputed company obtaining any export license or other approval that may be required by relevant export control authorities. 

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