Head of Business Transformation for Customer Success

POSITION SUMMARY

The Head of Business Transformation for Customer Success will lead Direct Travel's organizational and customer service transformation of Account Management and Implementation functions, translating the strategic Customer Success Transformation Plan into sustained operational reality. This role owns the end-to-end execution of five interconnected transformation pillars: upgrading the customer operating system, implementing AI-human hybrid service delivery, optimizing customer onboarding, unifying global account management teams, and upskilling the team. This role ensures Account Management teams are prepared, engaged, confident, and equipped to adopt new systems, processes, and ways of working—and that transformation investments drive measurable customer outcomes, retention, and growth.

This role serves as the operational and cultural bridge between strategic transformation planning and frontline Account Management execution—ensuring that new technologies, global processes, and organizational structures become embedded capability that sticks.

STRATEGIC MANDATE (Multi-Year Scope)

The leader will own the execution, and sustainability of Direct Travel's Customer Success transformation across five core pillars:

1. Customer Operating System Implementation & Adoption

• Lead the rollout and adoption of Salesforce CRM and customer management systems across all of Account Management and Implementation globally.
• Develop readiness and training strategies so teams confidently adopt new customer tracking, health monitoring, and real-time service request routing workflows.
• Ensure Account Managers transition from tactical execution to advisory roles supported by AI automation and data insights.
• Measure adoption of new systems, process compliance, and customer activity tracking—not just system deployment.
• Drive continuous improvement based on user feedback and adoption metrics.

2. AI-Human Hybrid Delivery Model Adoption

• Own the organizational and behavioral change required for Account Managers to embrace AI as an execution engine for routine tasks, data analysis, and predictive insights.
• Partner with technology teams to translate AI capabilities into practical workflows that elevate Account Manager roles to strategic advisory and executive relationship management.
• Support Account Managers in shifting from task execution to outcome-focused consulting and customer success planning.
• Monitor adoption velocity, user confidence, and business impact via our engagement tools.

3. Global Account Management Unification & Regional Execution

• Lead the change strategy for integrating ATPI and Direct Travel Account Management teams into a unified global operating model.
• Develop and communicate a standardized global customer journey aligned across segments (Global, Enterprise, Mid-Market).
• Build regional and offshore Account Management capacity through team development, training, role clarity, and enablement.
• Facilitate organizational design input sessions and gather frontline feedback on unified operating model rollout.
• Measure adoption of global playbooks, process standardization, and team alignment across regions.

4. Customer Onboarding Optimization & Rapid Activation

• Lead change and adoption strategies for the Customer Onboarding Optimization program (white-glove activation, project accelerators, rapid SMB activation, migration programs, global expansion, and partner channel support).
• Ensure implementation teams and Account Managers understand new onboarding processes and adoption milestones.
• Support capability transfer and knowledge sharing across enterprise, SMB, and migration programs.
• Drive adoption of revenue acceleration tools and customer success methodologies.
• Monitor onboarding adoption, time-to-value, and customer activation rates.

5. Team Upskilling, Capability Development & Organizational Agility

• Lead the People Empowerment and talent transformation initiatives: upskilling the current team on Avenir and modern program optimization, and building repeatable enablement and career paths.
• Develop and scale training programs on Avenir, Strategic Planning, Modern Program Optimization, and Consulting Skills.
• Build a change-ready culture where Account Managers embrace continuous imp