Senior Director, Services Strategy - Santa Clara, CA - Hybrid
The Senior Director, Services Strategy at Gigamon will play a critical role in transforming the company's post-sale services into a scalable, recurring, and profitable revenue engine.
About the role
Sitting within Global Success & Services, this leader will own the end-to-end services strategy and portfolio across Technical Support, Customer Success, and Professional Services. They will also help shape and run the Professional Services business day to day, with direct impact on profitability, margin discipline, and operational rigor.
Responsibilities
Own the global services strategy and define a cohesive, market-ready portfolio spanning technical support contracts, customer success delivery, and professional services.
Assess the current services portfolio to identify gaps, missed revenue opportunities, and margin leakage across support, success, and professional services.
Design and publish a unified services portfolio with clear tiers, packages, and price points that are easy for customers to buy and sales teams to sell.
Establish and drive a revenue thesis for services that ties offerings directly to retention, expansion, and post-sale revenue performance.
Define packaging and pricing models with a bias toward recurring, attach-based revenue and renewable service offerings.
Lead the Professional Services financial and operational model, with direct accountability for the key levers of the PS P&L, including margin, utilization, realization, attach rate, and scoping discipline.
Build and maintain data-driven operational reviews that highlight where the business makes money, where it does not, and what actions are required to improve profitability.
Partner closely with Sales, Deal Desk, and Finance to ensure services are scoped, priced, and delivered profitably from initial deal structuring through execution.
Evolve the resourcing and delivery model to align capacity with committed revenue, optimize cost-to-serve, and shift work to the right cost base where appropriate.
Drive alignment across Global Success & Services so services are understood and utilized as a strategic driver of customer outcomes, renewal, and expansion.
Requirements
Delivered 10+ years of experience in professional services, customer success, or services strategy, including at least 5 years leading services teams or functions at the manager, senior manager, or director level.
Earned a bachelor’s degree (ideally in business, engineering, computer science, or a related field) or bring 15+ years of directly relevant experience.
Proven the ability to monetize services by turning professional services and premium support into repeatable, renewable, tiered offerings that customers consistently purchase and renew.
Demonstrated measurable impact on net revenue retention and expansion through services, with a track record of growing managed or enterprise account bases and tying services to renewal and upsell.
Built or significantly scaled professional services organizations, including establishing SLA frameworks, delivery workflows, scoping discipline, and escalation structures that protect complex enterprise relationships.
Designed and implemented services pricing, bundling, and tiering strategies that span technical support, customer success, and professional services, enabling sales to sell effectively and the business to achieve target margins.
Developed partner services programs, including enablement structures, certification paths, and co-delivery frameworks that are commercially credible and drive joint value.
Led delivery operations and financial optimization efforts that improved cycle times, utilization, realization, and cost-to-serve, with strong command of margin and the levers that influence it.
Created and operationalized customer lifecycle programs, such as executive engagement cadences, proactive health and adoption motions, and milestone frameworks that customers value and renew against.
Worked with AI-enabled PS and CS operations, including churn and renewal-risk signals, playbook automation, and modern tooling (preferred).
Gained hands-on experience at the intersection of technology, program design, and delivery execution, ideally having built or operated a services-centric platform or offering (preferred).
Qualifications
A strategic, commercially minded services leader who thinks in terms of portfolio, packaging, pricing, and margin rather than standalone projects or ad hoc engagements.
Data-driven and analytical, using quantitative insights to inform recommendations and bringing forward clear plans, not just reports.
Operationally disciplined, with a bias toward building scalable frameworks, repeatable processes, and rigorous execution across global teams.
Highly collaborative, able to partner effectively with Sales, Deal Desk, Finance, Product, and cross-functional leaders to align services with company growth objectives.
Customer-obsessed, focused on designing services that drive tangible business outcomes, protect and grow revenue, and deepen long-term relationships.
Benefits
The base salary compensation range targeted for this role is expected to be between $236,000 - $295,000 (subject to terms and conditions of the plan).
Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which may include health and other insurances such as life and disability, and savings accounts such as a retirement plan with company matching contributions or similar, paid time off (holidays, vacation, and sick), tuition reimbursement, employee assistance program (EAP), business travel accident insurance, employee discounts, and employee referral program.
Additionally, employees may be eligible to participate in the Profit Interest Units plan.
Pay
The base salary compensation range targeted for this role is expected to be between $236,000 - $295,000 (subject to terms and conditions of the plan).
Schedule
This role is based out of our Santa Clara, CA headquarters, following a hybrid schedule of on-site currently Monday, Tuesday, and Thursday (3 days per week), with additional on-site presence as business needs require.