Senior Director, Operations and Enablement, Client Success

Aderant is seeking a Senior Director, Operations and Enablement – Client Success 

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

We are seeking a Senior Director of Operations and Enablement, Client Success to lead the operational backbone of our global post-sale functions, including Client Success Management, Support, and Professional Services. This strategic role will focus on enabling consistent execution, data-driven decision-making, cross-functional alignment, and scalable processes that improve client outcomes and team efficiency. 

Reporting to the Chief Client Officer, this leader will serve as a key partner to functional heads, orchestrating the systems, processes, and tools that drive a seamless and responsive client experience. 

Operational Strategy & Governance 

• Drive strategic planning and execution rhythms across Client Success Management (CSM), Support, and Professional Services. 

• Define, track, and improve KPIs across functions (e.g., Net Retention, CSAT, utilization, time-to-resolution). 

• Establish governance models that promote global consistency while allowing for product/regional customization. 

• Manage the financial models that govern the execution of the teams, finding opportunities to maximize NRR growth and client satisfaction.  

Process Optimization & Enablement 

• Identify and lead initiatives to streamline cross-team workflows, particularly at client handoffs (sales to onboarding, onboarding to support, etc.). 

• Build scalable onboarding, training, and knowledge management programs for CSMs, consultants, and support agents. 

• Drive automation and standardization efforts using Salesforce, Jira, OpenAir, and related systems. 

Technology & Tooling 

• Own the roadmap for post-sale tools and systems; partner with IT and business systems teams to drive implementation and adoption. 

• Oversee enhancements to Salesforce and other platforms to support territory planning, renewals forecasting, resource allocation, and case management. 

Insights & Analytics 

• Build and lead a small team focused on business insights, reporting, and performance metrics. 

• Provide leadership with data-driven recommendations on operational improvements, client trends, and resource needs. 

Cross-Functional Leadership 

• Partner with Product, Sales, Finance, and Marketing to align on priorities, improve the client journey, and inform go-to-market planning. 

• • Act as a key voice in leadership discussions around capacity planning, client segmentation, and strategic initiatives. 

• 10+ years of experience in operations, enablement, or strategy roles supporting post-sale teams (CS, PS, Support) in B2B SaaS or enterprise software. 
• Proven success leading operations for a complex, global organization with multiple products and client segments. 
• Experience with Salesforce, Jira, PSA tools (e.g., OpenAir), and BI platforms (e.g., Power BI, Tableau). 
• Excellent cross-functional collaboration and communication skills. 
• Strong analytical and systems-thinking mindset; able to translate data into action. 
• Experience managing teams and driving change in matrixed environments. 
• Familiarity with legal tech, professional services automation, or similar high-complexity industries a plus.