Director Saas Customer Support Jobs (NOW HIRING)

Evinova is building a world-class SaaS delivery function from the ground up. This role leads it.
Senior Director, SaaS Customer Delivery is accountable for the full customer journey across Evinova's SaaS portfolio, from initial deployment through to sustained, measurable value. You will build and lead a team of Implementation and Customer Success leads, design the delivery models and success frameworks the function operates by, and hold the senior relationships that determine whether customers renew, expand, and advocate.
This is not a steady-state management role. The team, the product, and the customer portfolio are all in active growth. You will be setting the standards, building the infrastructure, and shaping how enterprise delivery operates at Evinova while simultaneously running a live portfolio of complex accounts.
You will report to the Chief Delivery Officer and operate as a key partner to Commercial, Product, and Engineering leadership.
What You'll Do:
Build and lead the SaaS Delivery Organization:
Hire, structure, and develop a team of Implementation and Customer Success leads. Design the capability framework, set performance standards, and establish the operating rhythm. Build for scale, not current headcount.
Own Portfolio Health:
Maintain a real-time view of delivery health, risk, and value realisation across the full SaaS account portfolio. Flex governance weight by account complexity, regulatory context, and customer maturity.
Design and Evolve Delivery Models:
Define how implementation and success delivery is structured across account types. Adapt frameworks as the product and customer base evolve. Own the model, not just the execution.
Own the Customer Success Framework:
Design and own the framework that defines what good looks like -- onboarding breakthroughs, health signals, adoption benchmarks, value realisation markers. This is the foundation for retention and commercial growth.
Hold Utilization and Commercial Targets:
Accountable for how capacity is deployed across the portfolio. Near term: delivery confidence and customer health. Medium term: billability and operational margin.
Executive Reporting and Governance:
Own internal and external executive reporting for the SaaS portfolio. Build reporting structures that create accountability without noise. Present at senior leadership and customer exec level. Flex between strategic narrative and operational detail.
Manage Escalations and Senior Relationships:
Senior point of contact for complex and at-risk accounts. Establish governance that gives customers confidence. Resolve blocking issues at the right level, with pace.
Customer Presence and Remote Working:
This role is designed to operate remotely. Customer engagement is structured, senior-level, and high-frequency. Regular client travel is expected as a standard part of the role -- to customer sites, governance forums, and relationship-critical moments across multiple geographies.
Partner with Product and Engineering:
Primary delivery voice in product conversations. Bring structured customer signal into roadmap and prioritization. Follow through between deployment experience and what gets built next.
Coach and Develop the Team:
Build individual capability plans, hold meaningful performance conversations, identify future leaders. Accountable for team health as well as delivery health.
Lead Across Functions:
Operate as the delivery authority across a broad cross-functional footprint -- Commercial, Finance, Product, Engineering, and SI and OSP partners. Ensure delivery commitments are grounded in commercial and financial reality at the point of sale, and that operational performance is visible to the right internal customers. The total influence and coordination span of this role extends well beyond the direct team.
Essential Skills:

• Bachelor's Degree

• Demonstrated experience in SaaS delivery or professional services, with combined experience at director level or equivalent. Experience in data, AI, digital health, or regulated tech platforms where the product was maturing and delivery required judgment as well as process.

• Demonstrable track record of building delivery functions from scratch -- hiring teams, designing capability frameworks, and establishing operating models in scaling organisations.

• Minimum 10+ years of experience

• Experience managing executive collaborator relationships across complex, multi-stakeholder enterprise organisations. Credible at C-suite and VP level across commercial, operational, and technical conversations.

• Portfolio oversight across multiple concurrent enterprise accounts. Accurate prioritisation, clear risk picture, knows when to go deep and when to stay at altitude.

• Commercial acumen with direct accountability for revenue-linked metrics -- customer health, retention, utilisation, or margin. Track record of connecting delivery performance to account growth.

• People leadership with a strong development track record -- managing teams with evidence of progression, retention, and performance improvement across the team.

• Executive reporting and communication -- built and owned reporting structures for senior internal and external audiences. Comfortable flexing between board-level narrative and operational detail.

• Risk identification and escalation ownership -- surfaces risk early, owns the path to resolution, and drives closure without needing to be directed.

• Regulated environment literacy -- able to determine what compliance governance is appropriate by customer and context. Accountable for making the right call, not for being the compliance expert. Distinguishes necessary governance from organisational habit and calibrates delivery model accordingly.

• AI literacy -- active user of AI tooling in day-to-day practice. Able to articulate AI-driven product capabilities and real-world limits to senior customer stakeholders.

Preferred Skills:

• Deep familiarity with clinical trial workflows, sponsor-side operating models, and the pressures clinical ops and clinical development teams carry. Able to hold strategic conversations at clinical ops director level and above without losing credibility.

The annual base pay for this position ranges from $185,850.40 - $278,775.60 USD Annual. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Are you ready to bring new insights and fresh thinking to the table? Fantastic! We have one seat available, and we hope it's yours. Apply today.
Date Posted
16-Jul-2026
Closing Date
22-Jul-2026
Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.