Senior Director, Expert Services

Senior Director, Expert Services

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers. From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go. 10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech. But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together. If you want to be part of a team that's shaping the future of marketing technology and actually enjoys doing it you're in the right place.

Introduction The Senior Director of Technical Account Management (TAM) and Subscription Services is a strategic leadership role within Expert Services with a clear north star: driving product GRR (gross revenue retention) and NRR (net revenue retention). Everything this role builds - the go-to-market strategy, packaging, pricing, team, and delivery model - exists to ensure customers adopt, retain, and expand their use of Optimizely's product portfolio. This is not a services-for-services'-sake role; it's a product retention and expansion engine delivered through subscription-based technical engagements. As Optimizely's product portfolio expands - including the rapid growth of Opal AI and agentic capabilities - this role will ensure the TAM and subscription services model evolves in lockstep with the business, creating new service tiers, defining delivery frameworks, and scaling operations globally. A critical part of this role is partnering with regional Customer Success and Sales leaders to make subscription services a natural, embedded part of the sales process for strategic accounts - directly contributing to the company's ability to retain and grow product revenue.

The ideal candidate is equal parts strategist, operator, and people leader who understands that recurring technical services are the lever that moves product GRR and NRR. We're looking for someone with a strong management consulting or advisory background - the kind of structured, analytical thinking you develop at firms like Deloitte, Accenture, McKinsey, or similar. You know how to build a business case, design a service offering from scratch, and bring the rigor of consulting methodology to an in-house leadership role. You've likely transitioned from consulting into SaaS services leadership and understand how to apply that foundation to drive scalable, repeatable outcomes.

Job Responsibilities

• Go-to-market strategy, packaging, and pricing
• Scaling the business and driving adoption
• Strategic advisory and product value realization

Knowledge and Experience

10+ years of progressive experience in management consulting, technical account management, professional services, customer success, or solutions consulting within SaaS, digital experience, or enterprise software. 4+ years in a leadership role with direct responsibility for building or scaling a recurring services business, including go-to-market strategy, service design, packaging, and pricing. Proven track record of owning or significantly influencing a services P&L, with demonstrable evidence that your work directly improved product GRR and NRR - not just services revenue in isolation. Strong consulting or advisory background - you've worked at a top-tier management consulting firm (e.g., Deloitte, Accenture, McKinsey, BCG, PwC, EY, KPMG, Bain) or can demonstrate equivalent consulting rigor through advisory or professional services leadership. Deep understanding of the martech and digital experience ecosystem, with hands-on familiarity across CMS, experimentation, content management, and AI-driven tools. Experience designing and operationalizing tiered service models (shared, dedicated, and specialist overlays) across multiple geographies. Exceptional executive presence with the ability to influence C-level stakeholders - both internally and with enterprise customers. Data-driven mindset with fluency in building business cases, financial models, and using customer health analytics to inform strategy. Bachelor's degree in a relevant field required.