Senior Director, Expert Services
Date: Jul 24, 2026
Location: Austin, US, 78705 Minneapolis, MN, US, 55401 Nashua, US, 3063
Company: Optimizely
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
- Own the end-to-end go-to-market strategy for TAM and subscription services, including positioning, packaging, and pricing across all tiers (Essential, Enhanced, Advanced).
- Continuously refine service packages based on market feedback, competitive benchmarking, and customer adoption data - always optimizing for the packages that most directly improve product retention and expansion.
- Build and maintain financial models and business cases for new service offerings, applying the structured analytical approach expected of a consulting-caliber leader.
- Collaborate with Sales, Customer Success, Product, and Finance to align pricing models with Optimizely's broader commercial strategy and GTM motion.
- Develop sales enablement materials, scoping guides, and ROI frameworks that make it simple for Account Executives to position and close subscription services deals within 24 hours.
Scaling the business and driving adoption
- Build and execute a scalable operating model for TAM and subscription services delivery, balancing dedicated and shared engagement models across customer segments and deal sizes.
- Own the P&L for the TAM and subscription services practice, including revenue targets, margin management, utilization, and headcount planning.
- Define and track key performance indicators with product GRR and NRR as the primary north star metrics. Secondary KPIs include subscription services attach rate, product adoption scores, customer satisfaction (CSAT/NPS), time-to-value, and churn correlation analysis linking TAM engagement to retention outcomes.
- Drive predictable, recurring revenue growth by expanding subscription services penetration across the installed base and embedding TAM and subscription services into multi-product and platform deals - with a direct line of sight to how each engagement improves product G RR and N RR.
- Partner with regional Customer Success and Sales leaders to ensure the subscription services motion is a natural part of the sales process for strategic accounts - driving growth, expansion, and long-term customer value through proactive service attach.
- Partner with regional delivery leaders across North America, EMEA, and APJ to ensure consistent service quality and capacity planning at a global scale.
Strategic advisory and product value realization
- Establish a customer engagement methodology anchored in scoping, planning, and optimization cycles - designed to systematically increase product adoption, reduce churn risk, and create measurable uplift in GRR and NRR.
- Define the subscription services strategic advisory framework: capability reviews, solution architecture assessments, program governance, and maturity model progression.
- Embed Opal AI adoption into the subscription services motion - ensuring TAMs identify high-impact AI use cases, conduct enablement sessions, design agent workflows, and surface expansion opportunities.
- Act as the voice of the customer back into Product and Engineering, providing structured feedback on platform gaps, feature requests, and adoption blockers.
- Create a competitive moat by ensuring customers receive ongoing strategic and technical value that deepens platform adoption, strengthens product stickiness, and directly reduces logo and revenue churn.
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.
Education
Bachelors or higher equivalent
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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Nearest Major Market: Austin