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About the Role

As a Director, Customer Success Operations & Education, you will lead the operating strategy, infrastructure, and customer learning ecosystem for Redwood’s global Customer Success organization. You will define how Redwood scales consistent, data-driven customer experiences across the full customer lifecycle, ensuring customers, partners, and internal teams have the necessary knowledge and resources to maximize the value of Redwood’s software solutions.

Responsibilities

Define and lead the global Customer Success operations strategy, roadmap, and governance model.
Design and continuously improve the customer lifecycle operating model.
Establish scalable processes, service standards, playbooks, and engagement models.
Partner with Customer Success leadership to improve capacity planning, resource allocation, and organizational scalability.
Identify operational risks, process gaps, and areas of friction, and lead cross-functional initiatives to address them.
Establish governance mechanisms that drive accountability, consistency, and continuous improvement.
Establish the Customer Success measurement framework and executive reporting strategy.
Define and monitor KPIs across onboarding, time-to-value, product adoption, customer health, satisfaction, retention, education engagement, and operational efficiency.
Translate customer and operational data into actionable insights, recommendations, and investment priorities.
Partner with Finance, Sales Operations, and Customer Success leadership to strengthen forecasting, resource planning, and performance visibility.
Improve the quality, accessibility, and governance of customer data.
Own Redwood’s global customer education vision and multiyear strategy.
Ensure education programs support faster onboarding, increased product adoption, stronger customer proficiency, and long-term value realization.
Oversee scalable learning experiences, including instructor-led training, digital learning, webinars, product documentation, video tutorials, learning paths, and certification programs.
Develop a role- and competency-based learning framework.
Evaluate opportunities to expand certification, partner enablement, and other scalable or revenue-generating education offerings.
Champion modern learning approaches, including AI-assisted content development, personalization, self-service learning, and learning automation.
Develop a structured Voice of the Customer program.
Represent customer needs and operational priorities in product planning, go-to-market initiatives, and executive decision-making.
Partner with Product and Engineering to connect customer feedback, adoption data, and learning needs to product-roadmap decisions.
Collaborate with Professional Services, Support, Marketing, and Sales to create a cohesive customer journey.
Build strong relationships with strategic customers and partners.
Present strategies, performance insights, risks, and recommendations to executive stakeholders.
Own the strategy, evaluation, implementation, adoption, and optimization of Customer Success and customer education technologies.
Lead the effective use of customer success platforms, learning management systems, analytics solutions, feedback platforms, and content-development tools.
Establish system governance, data standards, integrations, and workflows.
Evaluate emerging technologies, including AI-enabled platforms.
Manage key technology vendors, contracts, budgets, and implementation partners.
Lead, develop, and scale a multidisciplinary team.
Build an organizational structure and talent strategy.
Coach and develop managers and individual contributors.
Foster a culture of customer focus, accountability, innovation, collaboration, and continuous improvement.
Develop annual operating plans, budgets, staffing models, and investment recommendations.
Manage competing priorities across multiple strategic initiatives.
Drive measurable improvements in Customer Success operating-model adoption, customer-health visibility, onboarding and time-to-value, product adoption, customer proficiency, education outcomes, operational efficiency, customer feedback integration, satisfaction, retention, and long-term customer value.

Requirements

Bachelor’s degree in Business, Education, Instructional Design, Operations, Technology, or a related field; master’s degree preferred.
At least 10 years of progressive experience across Customer Success operations, customer education, enablement, training, instructional design, or related functions.
Five or more years of leadership experience, including leading managers, multidisciplinary teams, or globally distributed functions.
Demonstrated success defining and executing Customer Success operations or customer education strategies within a SaaS, enterprise software, or technology organization.
Proven ability to build scalable operating models, processes, programs, and systems.
Experience partnering with executive leaders and influencing strategy across multiple departments.
Strong understanding of the enterprise customer lifecycle.
Experience establishing performance frameworks and using data to evaluate customer health, operational efficiency, learning effectiveness, and business impact.
Strong knowledge of learning management systems and digital learning platforms; experience with Skilljar preferred.
Experience selecting, implementing, or optimizing Customer Success platforms, customer-feedback systems, analytics tools, and content-authoring technologies.
Demonstrated ability to manage organizational change, complex cross-functional programs, budgets, vendors, and competing priorities.
Exceptional executive communication, stakeholder-management, and presentation skills.
Strong business judgment with the ability to move effectively between long-term strategy and operational execution.
Passion for simplifying complex technology and helping customers realize measurable value from enterprise software.
Experience supporting global enterprise customers across multiple products, regions, or customer segments preferred.
Background in automation, enterprise software, SaaS, ERP, or other technically complex product environments preferred.
Experience building customer certification, partner education, or scaled digital-learning programs preferred.
Familiarity with AI-enabled customer engagement, learning personalization, content development, or operational analytics preferred.
Track record of connecting education and Customer Success initiatives to improved adoption, time-to-value, retention, expansion, or customer satisfaction preferred.

Skills

Customer Success Operations
Customer Education
Enablement
Training
Instructional Design
SaaS
Enterprise Software
Technology
Operating Models
Processes
Programs
Systems
Executive Leadership
Strategy
Customer Lifecycle Management
Performance Frameworks
Data Analysis
Learning Management Systems (LMS)
Digital Learning Platforms
Skilljar
Customer Success Platforms
Customer Feedback Systems
Analytics Tools
Content Authoring Technologies
Organizational Change Management
Cross-functional Program Management
Budget Management
Vendor Management
Executive Communication
Stakeholder Management
Presentation Skills
Business Judgment
Strategic Planning
Operational Execution
Automation
ERP
AI-enabled Customer Engagement
Learning Personalization
AI-assisted Content Development
Operational Analytics

Location

Global

Work Type

Full-time

Experience Level

Director
10+ years experience
5+ years leadership experience

Education Level

Bachelor's degree
Master's degree preferred

Salary/Compensations

CAD $150,000 - $170,000 annually

Benefits

Company bonus
Equity
Benefits

About the Company

Redwood Software is the leading orchestration platform for the autonomous enterprise, driving business transformation at the lowest total cost of ownership.
Redwood empowers organizations to intelligently automate and orchestrate mission-critical business and IT processes across complex ERP, hybrid cloud, data and emerging agentic AI systems.
Through its SaaS-first automation fabric—with AI embedded across the automation lifecycle—Redwood accelerates the path to autonomous operations.
Backed by 30 years of experience and trusted by more than 50% of the Fortune 50, Redwood helps organizations unlock human potential to focus on innovation, growth and what’s next.

Equal Opportunity

Redwood is an equal opportunity employer.
Redwood prohibits unlawful discrimination based on race, colour, religion, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy or any other consideration made unlawful by regional or local laws.
We also prohibit discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.
All such discrimination is unlawful and will have a zero tolerance policy applied to it.
Redwood will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data.
Should you wish for us to remove your personal data from our recruitment database, please email us directly at Privacy@Redwood.com.