Delivery Director,Customer Success Job Covington area,Kentucky USA,Business

Delivery Director (Customer Success)

The Delivery Director (Customer Success) leads Centric PLM post‑implementation services organization, ensuring customers achieve defined business outcomes and value from the software solution.

Key Accountabilities & Responsibilities Customer Success Leadership

Own the post‑implementation customer lifecycle, from go‑live through steady‑state adoption and expansion.

Act as executive sponsor for strategic customer accounts.

Ensure customers achieve defined business outcomes and Return on Investment from the software solution.

Establish governance frameworks with customers (QBRs, success plans, adoption reviews).

Drive customer satisfaction, retention, and referenceability.

Professional Services Team Management

Lead, coach, and develop a team of post‑implementation Professional Services consultants.
Define capacity planning, resource allocation, and utilization targets.
Establish standards, playbooks, and methodologies for post‑go‑live services.
Ensure consistent, high‑quality service delivery across all accounts.
Partner with Implementation, Support, and Product teams to ensure seamless customer experience.

Operational Excellence

Build and manage the operational model for post‑implementation services.

Define KPIs and metrics to measure adoption, value realization, and team performance.

Develop scalable processes for onboarding customers into Customer Success programs.

Manage forecasting, budgeting, and revenue targets for services engagements.

Implement tools and reporting to track customer health and service performance.

User Adoption & Value Realization

Create structured adoption programs and success plans tailored to customer maturity.
Ensure customers fully leverage product capabilities through workshops, optimization sessions, and training.
Identify expansion opportunities based on usage patterns and customer goals.

Cross‑Functional Collaboration

Partner with Sales for renewals and expansion opportunities.
Work with Product to relay customer feedback and influence roadmap priorities.
Collaborate with Support to proactively address risk accounts.
Align with Implementation teams for smooth transition from project to steady‑state.

Knowledge & Skills Requirements

Background in PLM, ERP, Supply Chain, Retail, or complex enterprise platforms implementations.
Strong technical background.
Experience managing P&L or services revenue targets.
Strong understanding of enterprise software implementation and post‑go‑live lifecycle.
Proven experience building operational processes and scalable service models.
Experience building playbooks and standardized service offerings.
Excellent executive‑level communication and stakeholder management skills.
Familiarity with customer health scoring tools.
Ability to balance customer advocacy and operational excellence.

Compensation

The US base salary range for this full‑time position is $150,000 – $200,000 plus benefits. The range reflects the minimum and maximum target for new hire salaries for the position across all US locations. Compensation within the range may be above the stated range for candidates who exceed the specified experience and education or training. Base salary is indicated; some positions may include additional variable incentives.

Equal

Employment Opportunity Statement

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.

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Delivery Director, Customer Success