Director of Customer Strategy

To support a global energy management company, the full-time salaried Director of Customer Strategy will manage the execution of a customer lifecycle operating model, develop KPI frameworks, and drive performance improvement initiatives while working remotely. Key Responsibilities Refine and execute the customer lifecycle operating model, including cadence, templates, and reporting design Develop and maintain centralized KPI dashboards for Customer Success and Support, ensuring data accuracy and consistency Drive performance improvement initiatives and establish quality monitoring programs for Customer Success Managers and Support Representatives Required Qualifications 10+ years of leadership experience in customer success or customer experience within B2B SaaS or services Experience in energy, financial services, or other complex technical B2B environments Deep knowledge of AI-enabled customer success tools and health scoring methodologies Proven ability to drive measurable impact in customer success initiatives Experience in designing customer lifecycle operating models and health scoring systems is a plus