Senior Director, Expert Services

About the role

We're looking for a Senior Director of Technical Account Management (TAM) and Subscription Services to lead a strategic function within Expert Services. This role is laser-focused on driving product gross revenue retention (GRR) and net revenue retention (NRR). You will shape the go-to-market strategy, packaging, pricing, team structure, and delivery model to ensure customers adopt, retain, and expand their use of Optimizely’s product portfolio. As our product suite grows—including Opal AI and agentic capabilities—you will evolve the TAM and subscription services model in lockstep with the business, creating new service tiers, defining delivery frameworks, and scaling operations globally.

A key part of this role is partnering with regional Customer Success and Sales leaders to embed subscription services into the sales process for strategic accounts, directly contributing to the company’s ability to retain and grow product revenue. The ideal candidate is a strategist, operator, and people leader who understands that recurring technical services are the lever that moves product GRR and NRR.

Responsibilities

• Go-to-market strategy, packaging, and pricing
  • Own the end-to-end go-to-market strategy for TAM and subscription services, including positioning, packaging, and pricing across all tiers (Essential, Enhanced, Advanced).
  • Continuously refine service packages based on market feedback, competitive benchmarking, and customer adoption data—optimizing for packages that most directly improve product retention and expansion.
  • Build and maintain financial models and business cases for new service offerings, applying structured analytical rigor.
  • Collaborate with Sales, Customer Success, Product, and Finance to align pricing models with Optimizely’s broader commercial strategy and GTM motion.
  • Develop sales enablement materials, scoping guides, and ROI frameworks to simplify positioning and closing of subscription services deals within 24 hours.
• Scaling the business and driving adoption
  • Build and execute a scalable operating model for TAM and subscription services delivery, balancing dedicated and shared engagement models across customer segments and deal sizes.
  • Own the P&L for the TAM and subscription services practice, including revenue targets, margin management, utilization, and headcount planning.
  • Define and track key performance indicators with product GRR and NRR as the primary metrics. Secondary KPIs include subscription services attach rate, product adoption scores, customer satisfaction (CSAT/NPS), time-to-value, and churn correlation analysis.
  • Drive predictable, recurring revenue growth by expanding subscription services penetration across the installed base and embedding TAM services into multi-product and platform deals.
  • Partner with regional Customer Success and Sales leaders to ensure subscription services are a natural part of the sales process for strategic accounts.
  • Work with regional delivery leaders across North America, EMEA, and APJ to ensure consistent service quality and capacity planning at a global scale.
• Strategic advisory and product value realization
  • Establish a customer engagement methodology anchored in scoping, planning, and optimization cycles to systematically increase product adoption, reduce churn risk, and improve GRR and NRR.
  • Define the subscription services strategic advisory framework, including capability reviews, solution architecture assessments, program governance, and maturity model progression.
  • Embed Opal AI adoption into the subscription services motion by identifying high-impact AI use cases, conducting enablement sessions, designing agent workflows, and surfacing expansion opportunities.
  • Act as the voice of the customer back into Product and Engineering, providing structured feedback on platform gaps, feature requests, and adoption blockers.
  • Create a competitive moat by ensuring customers receive ongoing strategic and technical value that deepens platform adoption, strengthens product stickiness, and directly reduces logo and revenue churn.

Requirements

• 10+ years of progressive experience in management consulting, technical account management, professional services, customer success, or solutions consulting within SaaS, digital experience, or enterprise software.
• 4+ years in a leadership role with direct responsibility for building or scaling a recurring services business, including go-to-market strategy, service design, packaging, and pricing.
• Proven track record of owning or significantly influencing a services P&L, with demonstrable evidence that your work directly improved product GRR and NRR—not just services revenue in isolation.
• Strong consulting or advisory background—experience at a top-tier management consulting firm (e.g., Deloitte, Accenture, McKinsey, BCG, PwC, EY, KPMG, Bain) or equivalent consulting rigor through advisory or professional services leadership.
• Deep understanding of the martech and digital experience ecosystem, with hands-on familiarity across CMS, experimentation, content management, and AI-driven tools.
• Experience designing and operationalizing tiered service models (shared, dedicated, and specialist overlays) across multiple geographies.
• Exceptional executive presence with the ability to influence C-level stakeholders—both internally and with enterprise customers.
• Data-driven mindset with fluency in building business cases, financial models, and using customer health analytics to inform strategy.
• Bachelor’s degree in a relevant field required.