The Senior Director, Services Transformation drives strategic change in service delivery, focusing on customer success and operational efficiency in a SaaS context.
The successful Sr. Director, Services Transformation will be a strategic and execution-focused leader with a proven ability to drive transformational change within a Global Services organization in a fast-paced SaaS environment. This role is responsible for reimagining how we deliver onboarding, implementation, professional services, and managed services at scale—improving time-to-value, service efficiency, and long-term customer outcomes. As a key member of the Global Services Leadership Team and Senior Leadership Team, you will drive cross-functional change initiatives that modernize delivery models, envision and launch new service offerings, operationalize data insights, and enable sustainable, customer-centric growth. This position reports directly to the Chief Services Officer and is a high visibility role working closely with our Executive and Senior Leadership Teams.
Responsibilities:
Strategic Leadership & Vision
Develop and execute on the transformation roadmap for the Services organization aligned with company goals for customer success, retention, and revenue growth
· Lead initiatives to modernize service delivery, including playbook redesign, digital delivery models, and self-service enablement
· Partner with senior leadership across services to ideate, prioritize and launch new service offerings
· Collaborate with Product, Engineering, Sales, and Customer Success teams to integrate services more effectively across the customer lifecycle
Lead transformational change and integration planning and execution as we contemplate strategic M&A
Service Delivery Optimization
· Redesign operating models to improve service margin, scale onboarding and implementation, and reduce time-to-value.
· Drive adoption of customer health scoring in partnership with customer-facing teams to enhance service engagement, customer retention, and CSAT
AI, Technology & Infrastructure
Evaluate and implement tools and platforms that enable automation, analytics, and a frictionless service experience
Drive digital transformation initiatives to enhance operational agility and self-service capabilities
Champion our AI strategy in services to identify, prioritize, and execute on AI initiatives (e.g., GenAI, Agentic AI, RPA) to drive efficiencies and improve customer satisfaction
Cross-Functional Program Execution
· Serve as a program lead for cross-functional efforts involving Customer Success, Customer Support, Revenue Operations, and Product.
· Program manage and track success through business KPIs
Executive Reporting
Develop and deliver executive-level presentations for the Executive Leadership Team and Board on strategic plans, progress, and transformational change
Drive analytics and story-telling in PowerPoint to narrate, guide, and persuade executive audiences
Key Skills:
· Bachelor’s degree required; MBA preferred
· 10+ years of experience in corporate strategy, management consulting, business operations and strategy, or related strategic transformation role
· Experience in driving strategic initiatives in an Enterprise SaaS or Services environment
· Strong analytical mindset with experience using data to drive strategy and process improvement
· Strong program management skills and executive stakeholder engagement experience.
· Exceptional leadership, communication, and cross-functional collaboration skills
· Familiarity with and interest in leveraging AI to drive operational efficiencies
· Ability to travel (10%)
Model N offers fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills. Positions are eligible to participate in either our employee bonus program or commission payments, depending on the nature of the role. Model N employees have the opportunity to become Model N shareholders through our employee stock purchase plan.
Additionally, we offers a robust total rewards package that supports individuals to be their best and protects the well-being of participating dependents. Such benefits include medical, dental, vision, health savings, flexible savings, commuter benefits, matching 401K, PTO, VTO, life insurance, pet insurance, employee assistance programs, mental health programs, charitable giving, coaching, career growth and much more.
The base salary for this position will be within the range $183,800 - $275,600. If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters. We are constantly opening up new positions and you might match another opening at a different level.
About Model N
Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-added services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.
Equal Opportunity Statement
Model N values diversity at our company and is proud to be an equal opportunity employer. Model N considers qualified applicants without regard to race, ethnicity, religion, creed, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Please reference https://www.eeoc.gov/employers/eeo-law-poster for more information.
For US applicants, Personal Data processed in connection with candidate evaluation and decision-making, onboarding, and continued employment at Model N will be done in accordance with the Model N HR Privacy Policy found at http://www.modeln.com/applicant-and-employee-privacy-notice/
Top Skills
AI
Analytics
Automation
SaaS
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