Senior Director of Client Services at Enumerate
Enumerate · Boston, United States Of America · Remote
- Senior
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.
Key Responsibilities
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
Skills, Knowledge and Expertise
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.
- Ability to travel for team meetings and industry events
