Director of Customer Success

Summary

Join Nerdery as their Director of Customer Success and lead their customer success efforts, focusing on clients using Data, AI, and Cloud Services. Build and manage a high-performing customer success team to drive adoption, retention, and expansion of offerings. This role blends strategic program and project management, technical execution, and business strategy alignment, leading a team of program and project managers. You will bridge the gap between technology and business outcomes, ensuring project plans adapt to changing client needs while maintaining execution excellence. Oversee a team of business project managers, maintain strong communication with Google and other partners, and ensure alignment on strategy and co-delivery initiatives. The ideal candidate will have a Bachelor's degree or equivalent experience, 10+ years in customer success or program management, and 5+ years working with Data, AI, and Cloud Services.

Requirements

• Bachelor's degree in a related field or equivalent experience required (e.g., Computer Science, Engineering, Business Administration)
• 10+ years in customer success or program management within cloud solution delivery, principal consulting, and/or technical leadership
• 5+ years of experience working with Data, AI, and Cloud Services in a technical or client-facing role
• Experience working with clients in a consulting or professional services environment
• Deep expertise in Agile, Scrum, SAFe, and Waterfall project methodologies, with a track record of successful enterprise cloud implementations
• Proficiency in using project management tools (e.g., Jira)
• Proven ability to translate technical capabilities into tangible business outcomes
• Strong leadership experience, directing cross-functional teams, cloud engineers, cloud architects, and project managers
• Unparalleled communication skills with the ability to engage executive stakeholders, influence decision-making, and drive technology adoption, while also keeping our Google partners in the loop
• Strong focus on customer satisfaction and delivering value to clients
• Ability to understand client needs and develop solutions that meet those needs
• Ability to think strategically and make sound decisions under pressure

Responsibilities

• Develop and execute customer success strategies focused on driving client value using Data, AI, and Cloud solutions
• Lead the end-to-end delivery of complex data, AI, and cloud projects (especially GCP), ensuring technical execution aligns with client objectives
• Oversee project/program execution, including roadmaps, resource allocation, and tailored methodologies (Agile, SAFe, Waterfall) for predictable, high-quality delivery
• Build, lead, and develop a high-performing project/program management team, fostering a culture of ownership, accountability, and strategic decision-making
• Act as a trusted advisor and primary point of contact/escalation for key client stakeholders, owning the post-sale relationship to drive satisfaction, retention, and growth
• Translate technical capabilities into measurable business value and proactively identify opportunities for upselling/cross-selling
• Manage program governance, budgets, risks, and KPIs, ensuring transparency, adherence to cloud best practices (governance, security, cost optimization), and driving continuous improvement
• Partner effectively with internal Sales, Product, Technical teams, and Google to refine strategies and ensure seamless communication
• Oversee talent development, recruitment, and workforce planning to scale delivery capabilities effectively

Preferred Qualifications

• Public Sector experience is a plus
• GCP Certifications are a plus
• Strong communication skills: Able to effectively explain technical decisions to non-technical stakeholders
• Process improvement: Experienced in identifying process pain-points and taking ownership of refining processes to completion
• Collaborative Problem Solver: Able to take initiative to understand a problem and make critical decisions to solve for next actionable steps
• Client interaction: Comfortable interacting with clients, understanding their needs and translating them into actionable solutions
• Risk assessment and communication: Proven ability to clearly communicate the risks, complexity, and timeline impacts of newly added product features or scope