Customer Success Executive Director COS Lead; Portfolio, RoB

Position: Customer Success Executive Director - - COS Lead (Portfolio, RoB, People)
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Category:
Customer Success

Job Schedule:

Full time

Posted Date: T17:22:41+00:00

Job Shift:

Base Pay/Salary:
New York,NY $-$

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

This Director of Business Enablement & Ops role is a pivotal enabler for our leadership team, directly supporting and partnering with myself and my six leads to drive team success, efficiency, and effectiveness-while fostering a positive, engaging culture. This role oversees business enablement for IPCS, managing operations, team rhythm, people initiatives, and leading key delivery programs. The Business Enablement Director manages a growing team (currently 4 contractors, moving to 3 FTEs in 2026) and is responsible for client portfolio management, rhythm of the business (ROTB), tooling enablement, talent development, event coordination, and program delivery (for special projects).

Operating as a connector and leader across working groups spanning IP and other organizations, the Business Enablement Director often leads delivery programs where execution may occur in other teams.

Job responsibilities

* Develops and executes a comprehensive customer success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives

* Coaches the team on account meeting best practices including communications, customer retention, research, and expansion

* Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership

* Takes a customer-first view which ties back to how the product impacts our customer groups

* Leadership and influencing skills, with a track record of driving outcomes through indirect reporting and collaboration across organizational boundaries

* Ownership of EOS (Employee Opinion Survey) scores and initiatives to improve them, linking team culture and programs to measurable impact

* Ownership of the client intake process, collaborating with the IP Portfolio team to manage and evolve the client-related portfolio subset and associated tools

* Leadership of cross-org delivery programs and working groups (e.g., Client 360 Dashboard, Client Intake & Decision quarterly process & tools, Aggregate Client Reporting semi-automation)

* Culture keeper: fosters a fun, inclusive, and high-performing team environment

Required qualifications, capabilities, and skills

* 8+ years of experience or equivalent expertise in customer success roles in product or technology

* Experience managing customer bases with technology applications and advising teams on best practices

* Proven ability to influence the adoption and retention of our products across a diverse customer base

* Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale

* Chief of staff experience, including building and evolving team org structures and operating models to drive efficiency and effectiveness for a multi-leader team

* Experience managing team budgets and staffing, ensuring holistic hiring goals and team satisfaction are achieved

* Ability to support and enable the success of the broader leadership team, driving and reporting on key executive outcomes and team objectives annually

* Portfolio management experience, with a focus on evolving tools and processes

* Experience managing a team of contractors supporting BETs delivery

Preferred qualifications, capabilities, and skills

* Experience in a business to business (B2B), software as a service (SaaS), or technology environment

* Advanced knowledge of the product development life cycle, technical design, and data analytics

* Knowledge of customer consumption and renewal patterns