Senior Director of Client Services

Job Description

Job Description

Description

We are seeking a senior operational leader to drive execution, efficiency, and cross-functional alignment across Enumerate’s client-facing operations. This role will oversee the systems, workflows, and performance rhythms that ensure consistent, high-quality outcomes across our SaaS and Payments businesses.

This leader will work closely with the SVP of Customer Operations to design and scale core operating models that support a seamless customer journey, improve internal collaboration, and drive visibility and accountability across teams. The role is ideal for a proven operator with strong systems thinking, a metrics mindset, and the ability to translate strategy into execution.

Operational Leadership

• Lead day-to-day customer-facing operations across onboarding readiness, adoption support, client engagement, and delivery tracking
• Coordinate internal teams and tools to reduce friction and ensure alignment across the customer journey
• Build scalable operating models that support both high-touch and tech-enabled client experiences

Systems and Process Optimization

• Evaluate, document, and improve core business processes tied to client operations
• Partner across departments to ensure systems (e.g., CRM, workflow tools, billing, support platforms) are integrated and support scale
• Identify and lead automation or tooling improvements that increase efficiency and reduce manual work

Performance Management

• Define and track KPIs across client experience, operational throughput, and service consistency
• Build dashboards and reporting cadences that give real-time insight into customer operations
• Lead structured performance reviews, issue resolution processes, and continuous improvement initiatives

Strategic Execution and Collaboration

• Serve as an integrator across Product, Sales, Engineering, and Finance to support shared goals
• Translate company-level priorities into execution plans for client operations
• Lead or contribute to cross-functional initiatives such as product launches, pricing transitions, or service model updates

Team Leadership

• Lead, develop, and grow a team of operations managers, analysts, and/or team leads
• Promote a culture of accountability, process excellence, and operational problem-solving
• Scale team structures and capabilities to match company growth

Core Competencies

• Systems Design & Workflow Optimization
• Operational Discipline & Task Management
• Performance Management & KPI Fluency
• Tech-Enabled Services & Automation Experience
• SaaS and Payments Client Lifecycle Acumen
• Financial and Accounting Understanding (Nice to Have)

Qualifications

• 10+ years of progressive leadership experience in SaaS, technology-enabled services, or client delivery.
• Track record of managing multi-disciplinary Client Services or Professional Services teams.
• Strong operator with a bias toward metrics, systematization, and scalable outcomes.
• Experienced in deploying technology to scale human services—ideally in high-growth or private equity-backed environments.
• Bonus: Background in accounting software, fintech, or payments ecosystem.