We are seeking an experienced and strategic Customer Success PMO Director to lead the planning, execution, and governance of high-impact, cross-functional programs and corporate initiatives within the Customer Success (CS) organization. This role will play a critical part in driving program delivery excellence, aligning initiatives to positive customer outcomes, and embedding consistent delivery management practices across the CS organization.The ideal candidate brings deep PMO leadership experience from within multi-billion-dollar software companies, has a strong track record of program governance, and thrives in a matrixed, customer-facing environment. This role will partner closely with leaders across Services, Support, Security, and Field teams to build the infrastructure, templates, and delivery blueprints that enable scalable, high-quality execution.Key ResponsibilitiesPMO Leadership: Establish and lead a Customer Success PMO function that governs and oversees strategic programs, delivery initiatives, and field execution.Cross-Functional Program Execution: Drive corporate initiatives that span multiple functions (e.g., Security Services, Support, Shield Services, Customer Success, Renewals), ensuring alignment, communication, and timely delivery.Delivery Standards & Best Practices: Define and implement standardized delivery management methodologies, templates, and playbooks for use across the CS organization.Customer Outcome Delivery Alignment: Ensure all programs and delivery motions are aligned with key customer success metrics (e.g., onboarding effectiveness, adoption, retention, satisfaction).Governance & Reporting: Create dashboards and cadences to monitor execution, manage risk, track dependencies, and report progress to executive stakeholders.Blueprint Creation: Build repeatable delivery blueprints and frameworks that enable CS teams to scale services efficiently and consistently across regions and segments.Field Collaboration: Partner with the CS Security Services and field teams to optimize delivery engagement models, ensuring security-focused services are delivered with consistency and excellence.Change Leadership: Act as a change agent, driving continuous improvement and promoting a culture of operational excellence, customer centricity, and accountability.Team & Stakeholder Management: Lead cross-functional program teams; collaborate with Product, Engineering, Sales, Legal, and other corporate functions to achieve joint outcomes.#LI-CT1
