Director of Success Operations

Job Description

The Director of Success Operations is responsible for designing, operationalizing, and continuously optimizing the operating model that underpins the IFS Success portfolio. This role serves as a critical partner to Sales, Customer Success, Delivery, and Product leadership, ensuring that all Success engagements are executed in a consistent, scalable, and outcome-driven manner across the entire customer lifecycle. 

This position is focused on embedding the structures, governance, and operational rigor required to translate customer demand into measurable business outcomes. The Director of Success Operations ensures the integrity of the IFS Success framework in practice—aligning commercial commitments, delivery execution, and customer value realization through a standardized, lifecycle-driven engagement model. 

This role maintains a global operational focus, driving standardization, governance, and measurable value realization across the IFS Success portfolio.

Core Responsibilities

• Own the design, deployment, and continuous improvement of the IFS Success operating model 
• Establish and enforce global standards for the Success Plan, ensuring all engagements are aligned to business outcomes and KPIs 
• Define and operationalize value realization frameworks 
• Embed structured governance models and operating cadences 
• Ensure consistent execution of the end-to-end lifecycle 
• Develop and operationalize customer health scoring and risk management frameworks 
• Drive the adoption of Success Units (SUNs) for structured planning and execution 
• Enable scalable delivery through tools, data, and automation 
• Partner cross-functionally to align commercial commitments with delivery execution 
• Ensure alignment across all IFS Success service components 
• Establish feedback loops to continuously improve processes 

Essential Duties and Accountabilities 

• Develop and refine the IFS Success operating model 
• Establish governance structures and inspection frameworks 
• Ensure structured lifecycle execution across all engagements 
• Maintain Success Plans as the single source of truth 
• Drive customer consumption and value realization 
• Lead customer health scoring and risk management 
• Ensure seamless transition from sales to execution 
• Enable adoption of tools and reporting frameworks 
• Coach teams on governance and execution discipline 
• Drive continuous improvement initiatives 
• Strengthen capability through standardized methodologies 
• Own performance metrics for consumption, retention, and outcomes 

Qualifications

Overall Required Competence 

• Drive operational excellence and consistency 
• Champion governance and structured lifecycle engagement 
• Deep expertise in outcome-based delivery and value realization 
• Lead cross-functional alignment 
• Understand SUN-based planning models 
• Identify and remove operational barriers 
• Foster a culture of accountability and continuous improvement 
• Thrive in a matrixed global environment 

Additional Information

What We’re Offering
•    Salary Range:  $158,100 - $210,800 + Bonus
•    Flexible paid time off, including sick and holiday 
•    Medical, dental, & vision insurance 
•    401K with Company contribution 
•    Flexible spending accounts 
•    Life insurance and disability benefits 
•    Tuition assistance 
•    Community involvement and volunteering events 

At IFS, you will work in a growing global enterprise software company where informal hierarchies promote simplicity and trust with accountability. We strive to deepen our expertise by taking on challenging and varied work assignments in a collaborative environment alongside committed colleagues.

With professionalism and a strong customer focus in everything we do, from R&D to product development, we are committed to providing the best possible service to our customers. From sales to consulting, we are proud to serve world-class customers around the world with our flagship products.

We are an equal opportunity employer and value diversity within our company.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer