Description

You will lead M3's post-sales customer delivery organization, overseeing implementation, onboarding, professional services, support, training, and success programs to maximize adoption and ROI for hospitality software platforms. This role ensures exceptional customer outcomes and drives high satisfaction, retention, and value realization for clients in the hospitality industry.

Requirements

• 12+ years progressive leadership in customer operations, implementation, professional services, or customer success within SaaS, software, or technology-enabled services
• Proven track record leading large distributed teams of 50+ members across multiple geographies
• Strong enterprise account management and retention experience
• Deep expertise in post-sales delivery models for enterprise clients
• Bachelor's degree required; MBA or advanced degree preferred

Responsibilities

• Oversee end-to-end customer delivery lifecycle including implementation, onboarding, professional services, support, training, and success programs
• Design and scale operational processes and frameworks for post-sales functions
• Establish and monitor KPIs to measure team performance, customer health, and operational effectiveness
• Drive transformation initiatives for productivity enhancement and process optimization
• Manage P&L for Customer Operations, including budgets, resource allocation, and cost controls