Senior Director, Services Transformation

Summary

Join Model N as a Sr. Director, Services Transformation and lead the strategic transformation of its Global Services organization. This role demands a proven ability to drive change in a fast-paced SaaS environment, reimagining service delivery to improve time-to-value and customer outcomes. You will modernize delivery models, launch new service offerings, and operationalize data insights. As a key member of the leadership team, you will collaborate cross-functionally and report directly to the Chief Services Officer. This high-visibility role involves working closely with executive leadership and requires strong leadership, communication, and analytical skills. The successful candidate will develop and execute a transformation roadmap, optimize service delivery, and champion AI initiatives to enhance efficiency and customer satisfaction.

Requirements

• Bachelor’s degree required; MBA preferred
• 10+ years of experience in corporate strategy, management consulting, business operations and strategy, or related strategic transformation role
• Experience in driving strategic initiatives in an Enterprise SaaS or Services environment
• Strong analytical mindset with experience using data to drive strategy and process improvement
• Strong program management skills and executive stakeholder engagement experience
• Exceptional leadership, communication, and cross-functional collaboration skills
• Familiarity with and interest in leveraging AI to drive operational efficiencies
• Ability to travel (10%)

Responsibilities

• Develop and execute on the transformation roadmap for the Services organization aligned with company goals for customer success, retention, and revenue growth
• Lead initiatives to modernize service delivery, including playbook redesign, digital delivery models, and self-service enablement
• Partner with senior leadership across services to ideate, prioritize and launch new service offerings
• Collaborate with Product, Engineering, Sales, and Customer Success teams to integrate services more effectively across the customer lifecycle
• Lead transformational change and integration planning and execution as we contemplate strategic M&A
• Redesign operating models to improve service margin, scale onboarding and implementation, and reduce time-to-value
• Drive adoption of customer health scoring in partnership with customer-facing teams to enhance service engagement, customer retention, and CSAT
• Evaluate and implement tools and platforms that enable automation, analytics, and a frictionless service experience
• Drive digital transformation initiatives to enhance operational agility and self-service capabilities
• Champion our AI strategy in services to identify, prioritize, and execute on AI initiatives (e.g., GenAI, Agentic AI, RPA) to drive efficiencies and improve customer satisfaction
• Serve as a program lead for cross-functional efforts involving Customer Success, Customer Support, Revenue Operations, and Product
• Program manage and track success through business KPIs
• Develop and deliver executive-level presentations for the Executive Leadership Team and Board on strategic plans, progress, and transformational change
• Drive analytics and story-telling in PowerPoint to narrate, guide, and persuade executive audiences

Benefits

• Medical, dental, vision, health savings, flexible savings, commuter benefits, matching 401K, PTO, VTO, life insurance, pet insurance, employee assistance programs, mental health programs, charitable giving, coaching, career growth
• Positions are eligible to participate in either our employee bonus program or commission payments, depending on the nature of the role
• Model N employees have the opportunity to become Model N shareholders through our employee stock purchase plan