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about 2 months ago
Requirements and responsibilities
The Purpose of Your RoleThe Director, Strategic Customer Success serves as the executive strategic partner for assigned enterprise clients, helping organizations modernize and optimize customer experience operations through a combination of human expertise, AI-enabled solutions, global delivery, and operational strategy.This role is highly consultative and externally focused, responsible for driving long-term client value, business outcomes, retention, and growth. The Director will partner closely with executive stakeholders to align Liveops’ capabilities with evolving customer experience strategies, operational priorities, and transformation initiatives.As Liveops continues evolving into a technology-enabled CX platform organization, this leader will play a critical role in helping clients navigate the intersection of AI, automation, human expertise, and scalable service delivery. The ideal candidate combines executive presence, strategic thinking, commercial acumen, and a strong understanding of customer experience operations and transformation.This is not an operations management role. Instead, this position focuses on strategic partnership, customer growth, CX innovation, and executive-level client engagement while coordinating cross-functional teams to deliver measurable business outcomes.The Qualifications We’re Looking ForBachelor’s Degree or equivalent work experience required10+ years of experience in Customer Success, Strategic Account Management, Consulting, CX Strategy, BPO, Contact Center, or Enterprise Client Services environments6+ years managing executive-level enterprise client relationshipsProven success growing and retaining complex strategic accountsStrong executive presence with exceptional communication, presentation, and relationship management skillsExperience leading consultative business discussions and influencing senior stakeholdersStrong understanding of customer experience operations, outsourcing, AI enablement, automation, and/or digital transformation strategiesDemonstrated ability to identify growth opportunities and align solutions to customer business objectivesHighly collaborative with the ability to influence across cross-functional organizationsStrong business acumen, analytical thinking, and strategic problem-solving capabilitiesAbility to travel up to 25%The Competencies You BringStrategic Relationship ManagementExecutive Advisory & InfluenceConsultative SolutioningBusiness & Financial AcumenCustomer Experience StrategyAI & Digital Transformation FluencyOutcome-Based Partnership DevelopmentInnovation & Strategic ThinkingChange Management & Organizational AgilityCross-Functional LeadershipData-Driven Decision MakingExecutive CommunicationGrowth OrientationThe Value You DeliverStrategic Client LeadershipServe as the executive strategic advisor for assigned enterprise client relationshipsBuild trusted partnerships with senior client stakeholders and decision-makersLead strategic account planning focused on customer outcomes, growth, retention, and long-term value creationDevelop executive-level relationships that position Liveops as a strategic CX transformation partnerDrive Executive Business Reviews focused on measurable business outcomes, innovation opportunities, operational performance, and future-state roadmap planningAnticipate customer needs and proactively identify opportunities to improve customer experience, operational efficiency, scalability, and performanceCustomer Transformation & InnovationPartner with clients to identify opportunities for CX modernization, workflow optimization, AI enablement, automation, and operational transformationHelp customers navigate evolving customer experience strategies through the integration of technology, AI, human expertise, and global delivery modelsDrive adoption and expansion of strategic Liveops capabilities, including AI-enabled and platform-led solutionsTranslate industry trends, market dynamics, and emerging technologies into actionable recommendations for customersServe as the voice of the customer internally to influence future innovation, solution development, and service strategyGrowth & Business ExpansionIdentify opportunities for account expansion, new solution adoption, and long-term strategic growthPartner closely with Sales, Product, Professional Services, Technology, and Operations teams to align solutions with customer priorities and business objectivesSupport the development of outcome-based partnership opportunities and value-driven solution strategiesDrive commercial growth through consultative relationship management and strategic business alignmentCross-Functional LeadershipCoordinate internal teams to ensure alignment between customer expectations, operational execution, and business outcomesCollaborate across Workforce Management, Talent Acquisition, Training, Operations, Professional Services, Technology, and Product teams to deliver seamless customer experiencesLead cross-functional efforts focused on continuous improvement, innovation, scalability, and operational excellenceInfluence internal priorities and decision-making based on customer needs, strategic opportunities, and market trendsAbout LiveopsLiveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.