Director, Customer Success

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com. 

The Purpose of Your Role

The Director, Strategic Customer Success serves as the executive strategic partner for assigned enterprise clients, helping organizations modernize and optimize customer experience operations through a combination of human expertise, AI-enabled solutions, global delivery, and operational strategy.

This role is highly consultative and externally focused, responsible for driving long-term client value, business outcomes, retention, and growth. The Director will partner closely with executive stakeholders to align Liveops’ capabilities with evolving customer experience strategies, operational priorities, and transformation initiatives.

As Liveops continues evolving into a technology-enabled CX platform organization, this leader will play a critical role in helping clients navigate the intersection of AI, automation, human expertise, and scalable service delivery. The ideal candidate combines executive presence, strategic thinking, commercial acumen, and a strong understanding of customer experience operations and transformation.

This is not an operations management role. Instead, this position focuses on strategic partnership, customer growth, CX innovation, and executive-level client engagement while coordinating cross-functional teams to deliver measurable business outcomes.

The Qualifications We’re Looking For

• Bachelor’s Degree or equivalent work experience required
• 10+ years of experience in Customer Success, Strategic Account Management, Consulting, CX Strategy, BPO, Contact Center, or Enterprise Client Services environments
• 6+ years managing executive-level enterprise client relationships
• Proven success growing and retaining complex strategic accounts
• Strong executive presence with exceptional communication, presentation, and relationship management skills
• Experience leading consultative business discussions and influencing senior stakeholders
• Strong understanding of customer experience operations, outsourcing, AI enablement, automation, and/or digital transformation strategies
• Demonstrated ability to identify growth opportunities and align solutions to customer business objectives
• Highly collaborative with the ability to influence across cross-functional organizations
• Strong business acumen, analytical thinking, and strategic problem-solving capabilities
• Ability to travel up to 25%

The Competencies You Bring

• Strategic Relationship Management
• Executive Advisory & Influence
• Consultative Solutioning
• Business & Financial Acumen
• Customer Experience Strategy
• AI & Digital Transformation Fluency
• Outcome-Based Partnership Development
• Innovation & Strategic Thinking
• Change Management & Organizational Agility
• Cross-Functional Leadership
• Data-Driven Decision Making
• Executive Communication
• Growth Orientation

The Value You Deliver

Strategic Client Leadership

• Serve as the executive strategic advisor for assigned enterprise client relationships
• Build trusted partnerships with