Gartner · 4 hours ago
Senior Director Analyst, Customer Service and Support – B2B Customer Experience, Customer Success & Value Realization - Remote US
United States
Full-time
Remote
Director/Executive
$172K/yr - $202K/yr
12+ years expGartner is a leading research and advisory company, and they are seeking a Senior Director Analyst to enhance post-sales customer experience and customer success strategy. The role involves creating research and providing actionable advice to B2B clients, focusing on customer journey mapping and retention strategies.
Business DevelopmentConsultingInformation Technology
Responsibilities
Author high quality, consumable, actionable, “must-have insight” content based on research best practices and methodologies
Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement
Lead research projects requiring the coordination of colleagues and resources (including global primary and secondary research support teams)
Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face-to-face interactions
Create and deliver presentation materials for Gartner events, industry and professional association conferences, and client briefings
Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community
Deliver outstanding commercial team support to retain and grow the Gartner business
Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy
Qualification
Required
Senior leadership experience in customer success, customer experience, or post-sales experience operations, preferably within B2B SaaS or technology sectors
Experience designing, implementing, and operationalizing tiered and premium support models as well as monetized service offerings
Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
12+ years of relevant function experience
Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
Experience working with customer service and support technology vendors
Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables
Demonstrated excellence in research writing ability, and a desire to write for business leader consumption
Expertise in managing complex research projects and/or programs
Benefits
Generous PTO
A 401k match up to $7,200 per year
The opportunity to purchase company stock at a discount
Company
Gartner
Gartner provides fact-based consulting services, helping clients use and manage IT to enhance business performance.
10001+ employees
H1B Sponsorship
Gartner has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (51)
2024 (43)
2023 (60)
2022 (66)
2021 (96)
2020 (71)
Funding
Current Stage
Public CompanyTotal Funding
$800M2025-11-13Post Ipo Debt· $800M
1993-10-15IPO
Leadership Team
Cliff Gilley
Vice-President Research Analyst : Startup/Growth CEO
Eugene Hall
CEO
Recent News
Computer Weekly
2026-01-22
TechChannel News
2026-01-22
Digital Commerce 360
2026-01-18
Company data provided by crunchbase