Delivery Director, Professional Services

About the role

The Delivery Director (Customer Success) is responsible for leading Centric PLM post-implementation services organization. This role sits at the intersection of customer relationship management, operational excellence, and professional services delivery. This role is both customer-facing and operational, requiring strong leadership in team management, service delivery, and customer engagement.

Key Accountabilities & Responsibilities

• Own the post-implementation customer lifecycle, from go-live through steady-state adoption and expansion.

• Act as executive sponsor for strategic customer accounts.

• Ensure customers achieve defined business outcomes and ROI from the software solution.

• Establish governance frameworks with customers (QBRs, success plans, adoption reviews).

• Drive customer satisfaction, retention, and referenceability.

User Adoption & Value Realization

• Create structured adoption programs and success plans tailored to customer maturity.

• Ensure customers fully leverage product capabilities through workshops, optimization sessions, and training.

• Identify expansion opportunities based on usage patterns and customer goals.

Cross-Functional Collaboration

• Partner with Sales for renewals and expansion opportunities.

• Work with Product to relay customer feedback and influence roadmap priorities.

• Collaborate with Support to proactively address risk accounts.

• Align with Implementation teams for smooth transition from project to steady-state.

Requirements

• Background in PLM, ERP, Supply Chain, Retail, or complex enterprise platforms implementations.

• Strong technical background.

• Experience managing P&L or services revenue targets.

• Proven experience building operational processes and scalable service models.

• Proven experience building playbooks and standardized service offerings.

• Excellent executive-level communication and stakeholder management skills.

• Familiarity with customer health scoring tools.

• Ability to balance customer advocacy and operational excellence.

Pay

The US base salary range for this full-time position is $150,000 - $200,000 + benefits. Our salary ranges are determined by role, level, and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.