Customer Success M&A Lead, Director

About the role

The Customer Success M&A Lead, Director will be responsible for driving the successful onboarding and integration of acquired companies into the Customer Success organization. This role will manage a portfolio of acquisitions, ensuring a seamless and effective transition of people, processes, and systems. The M&A Lead will be accountable for driving business continuity during onboarding and defining the integration strategy, aligning business value, and executing on the integration roadmap to accelerate acquired companies' productivity and performance.

Responsibilities

• Stakeholder Engagement & Management: Build and maintain effective and trusted relationships with internal teams and acquired company stakeholders at all levels. Ensure executive alignment on the integration program, priorities, and roadmap to drive successful outcomes.
• Strategic Narrative & Value Articulation: Translate complex M&A strategies, decisions, and challenges into clear, compelling narratives and communications. Articulate the program's value throughout the M&A lifecycle to manage change and drive the program towards completion.
• Program Leadership & Execution: Define and validate post-announce integration strategy, lead execution planning, and manage resources and timelines for a portfolio of acquisitions. Drive the achievement of V2MOM and program success metrics across the M&A integration lifecycle.
• Cross-Functional Collaboration: Collaborate with a wide range of cross-functional teams, including Corporate Development, Business Technology, Finance, and Field Leadership, to ensure alignment and encourage collaboration throughout the integration journey.
• Influence and Advise: Proactively identify trends, risks, and opportunities to influence and advise the strategy. Highlight key issues to senior leadership, partnering with them to solve problems and make informed decisions.
• Continuous Improvement: Drive continuous learning and organizational excellence in M&A, refining integration frameworks and best practices to enable sustainable and scalable transformations.

Requirements

• 6-8 years of relevant work experience in strategy consulting, management consulting, M&A integration management, or a related field, with a proven track record of success.
• Proven experience in Program Leadership & Execution for large tech acquisitions, demonstrating a deep understanding of the integration process and best practices.
• Demonstrated ability to think strategically while being meticulous, considering the broader business context and implications.
• Exceptional Stakeholder Engagement & Management skills, with a proven ability to build strong relationships, navigate complex organizational dynamics, and drive alignment at all levels.
• Strong strategic and critical thinking skills with a passion for developing solutions to complex business problems.
• Excellent communication skills, with a track record in crafting visually appealing and compelling stories and recommendations for executive-level consumption.
• Proven ability to translate complex strategies into clear, compelling narratives that drive understanding and action (Strategic Narrative & Value Articulation).
• Strong business acumen and analytical approach, with the ability to analyze data, identify trends, and leverage insights to advise integration strategies.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously, prioritizing tasks, and delivering high-quality results within established timelines.
• Track record of successfully demonstrating the organization's core values while navigating M&A complexities, fostering trust, and leading an equitable integration process (Living Our Values).

Skills

• Proven experience in Program Leadership & Execution for large tech acquisitions, demonstrating a deep understanding of the integration process and best practices.
• Exceptional Stakeholder Engagement & Management skills, with a proven ability to build strong relationships, navigate complex organizational dynamics, and drive alignment at all levels.
• Strong strategic and critical thinking skills with a passion for developing solutions to complex business problems.
• Excellent communication skills, with a track record in crafting visually appealing and compelling stories and recommendations for executive-level consumption.
• Proven ability to translate complex strategies into clear, compelling narratives that drive understanding and action (Strategic Narrative & Value Articulation).
• Strong business acumen and analytical approach, with the ability to analyze data, identify trends, and leverage insights to advise integration strategies.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously, prioritizing tasks, and delivering high-quality results within established timelines.
• Track record of successfully demonstrating the organization's core values while navigating M&A complexities, fostering trust, and leading an equitable integration process (Living Our Values).

Pay

The typical base salary range for this position is $171,200 - $273,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $205,800 - $298,400 annually.

Schedule

This role is full-time.