Director, Global Specialist CS

12+ years of experience in Customer Success, Professional Services, or GTM roles within enterprise SaaS, with at least 5+ years leading high-performing teams. Deep expertise in at least one of: ITSM/Employee Experience, CCaaS/Contact Center, or WEM/QA/WFM. Proven success managing global or multi-regional teams, with the ability to operate across cultures, time zones, and customer segments. Strong strategy and execution skills, with experience scaling specialist or advisory functions in complex environments. Demonstrated ability to influence cross-functional partners including Product, Sales, Professional Services, and Enablement. Exceptional communication skills, with the ability to translate technical concepts into business value for executive and operational audiences. Strong analytical and operational capabilities, leveraging data and insights to drive decision-making. Curiosity, adaptability, and the ability to pivot seamlessly between customer conversations, product discussions, and team leadership topics. Willingness to travel quarterly to global sites.