Director of Success Operations

Director of Success Operations – Job Summary

Director of Success Operations is responsible for designing, operationalizing, and continuously optimizing the operating model that underpins the IFS Success portfolio. This role serves as a critical partner to Sales, Customer Success, Delivery, and Product leadership, ensuring that all Success engagements are executed in a consistent, scalable, and outcome‑driven manner across the entire customer lifecycle.

This position focuses on embedding the structures, governance, and operational rigor required to translate customer demand into measurable business outcomes. The Director ensures the integrity of the IFS Success framework in practice—aligning commercial commitments, delivery execution, and customer value realization through a standardized, lifecycle‑driven engagement model.

The role maintains a global operational focus, driving standardization, governance, and measurable value realization across the IFS Success portfolio.

• Own the design, deployment, and continuous improvement of the IFS Success operating model
• Establish and enforce global standards for the Success Plan, ensuring all engagements are aligned to business outcomes and KPIs
• Define and operationalize value realization frameworks
• Embed structured governance models and operating cadences
• Ensure consistent execution of the end-to-end lifecycle
• Develop and operationalize customer health scoring and risk management frameworks
• Drive the adoption of Success Units (SUNs) for structured planning and execution
• Enable scalable delivery through tools, data, and automation
• Partner cross‑functionally to align commercial commitments with delivery execution
• Ensure alignment across all IFS Success service components
• Establish feedback loops to continuously improve processes

• Develop and refine the IFS Success operating model
• Establish governance structures and inspection frameworks
• Ensure structured lifecycle execution across all engagements
• Maintain Success Plans as the single source of truth
• Drive customer consumption and value realization
• Lead customer health scoring and risk management
• Ensure seamless transition from sales to execution
• Enable adoption of tools and reporting frameworks
• Coach teams on governance and execution discipline
• Drive continuous improvement initiatives
• Strengthen capability through standardized methodologies
• Own performance metrics for consumption, retention, and outcomes

• Drive operational excellence and consistency
• Champion governance and structured lifecycle engagement
• Deep expertise in outcome-based delivery and value realization
• Lead cross‑functional alignment
• Understand SUN-based planning models
• Identify and remove operational barriers
• Foster a culture of accountability and continuous improvement
• Thrive in a matrixed global environment

• Salary Range: $158,100 – $210,800 + Bonus
• Flexible paid time off, including sick and holiday
• Medical, dental, and vision insurance
• 401k with company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

IFS is an equal opportunity employer and values diversity within our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer.