Senior Director, Services Strategy - Santa Clara, CA - Hybrid
$236,000–$295,000 year
HybridSanta Clara, California, United States
Job Summary
Own the global services strategy and define a cohesive portfolio spanning technical support, customer success, and professional services. Assess the current portfolio to identify gaps, missed revenue opportunities, and margin leakage. Design and publish a unified services portfolio with clear tiers, packages, and price points that are easy for customers to buy and sales teams to sell. Establish a revenue thesis tying offerings directly to retention, expansion, and post-sale performance. Lead the professional services financial and operational model with direct accountability for margin, utilization, realization, and scoping discipline. Strengthen the operating model including resourcing approaches and contractor mix. Build data-driven operational reviews highlighting profitability drivers. Partner with Sales, Deal Desk, and Finance to ensure services are scoped, priced, and delivered profitably from initial deal structuring through execution. Evolve the resourcing model to align capacity with committed revenue and optimize cost-to-serve. Drive alignment across Global Success & Services so services are understood as a strategic driver of customer outcomes, renewal, and expansion. This role is based out of Santa Clara, CA headquarters following a hybrid schedule of on-site currently Monday, Tuesday, and Thursday (3 days per week), with additional on-site presence as business needs require.
Required Qualifications
- Delivered 10+ years of experience in professional services, customer success, or services strategy, including at least 5 years leading services teams or functions at the manager, senior manager, or director level.
- Earned a bachelor's degree (ideally in business, engineering, computer science, or a related field) or bring 15+ years of directly relevant experience.
- Proven the ability to monetize services by turning professional services and premium support into repeatable, renewable, tiered offerings that customers consistently purchase and renew.
- Demonstrated measurable impact on net revenue retention and expansion through services, with a track record of growing managed or enterprise account bases and tying services to renewal and upsell.
- Built or significantly scaled professional services organizations, including establishing SLA frameworks, delivery workflows, scoping discipline, and escalation structures that protect complex enterprise relationships.
- Designed and implemented services pricing, bundling, and tiering strategies that span technical support, customer success, and professional services, enabling sales to sell effectively and the business to achieve target margins.
- Developed partner services programs, including enablement structures, certification paths, and co-delivery frameworks that are commercially credible and drive joint value.
- Led delivery operations and financial optimization efforts that improved cycle times, utilization, realization, and cost-to-serve, with strong command of margin and the levers that influence it.
- Created and operationalized customer lifecycle programs, such as executive engagement cadences, proactive health and adoption motions, and milestone frameworks that customers value and renew against.
- Operated in networking, security, or enterprise infrastructure domains, working around technically complex platforms and associated service offerings.
- This role is based out of our Santa Clara, CA headquarters, following a hybrid schedule of on-site currently Monday, Tuesday, and Thursday (3 days per week), with additional on-site presence as business needs require.
Desired Qualifications
- (Preferred) Worked with AI-enabled PS and CS operations, including churn and renewal-risk signals, playbook automation, and modern tooling.
- (Preferred) Gained hands-on experience at the intersection of technology, program design, and delivery execution, ideally having built or operated a services-centric platform or offering.
- Ideally in business, engineering, computer science, or a related field
- Ideally having built or operated a services-centric platform or offering
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