Lead Customer Success Business Alignment Manager

Location: Fort Lauderdale / Florida

Job type

Employment type: Full-Time

Pay: Competitive/hour

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Job description

Req#: R23211

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device:  YOU!

Location:Fort LauderdaleRequisition:R23211 Lead Customer Success Business Alignment Manager (Open)Job Posting Title:Lead Customer Success Business Alignment Manager

What we're looking for:

You have 12+ years of progressive business experience in Customer Success, Product Management, Professional Services, and/or Operations roles. You have a strong understanding of technology licensing models.

Position Summary

We’re looking for a highly motivated individual with proven experience implementing large-scale, cross-functional projects to join our Customer Success Business Alignment team. This person will have strong technical knowledge across the range of Citrix solutions in order to assess the impact of product releases on Customer Success staff, systems, and processes. By representing Customer Success in Citrix-wide business planning and prioritization efforts, this person will drive alignment across the organization to deliver business results. The ideal candidate will be relentless in the pursuit of operational excellence and effective in deploying repeatable and scalable frameworks for analyzing and prioritizing Go-to-Market (GTM) proposals. By working in close conjunction with Product Management, Product Marketing, Sales, Channel, and Customer Success, this person will assess strategic imperatives and provide roadmap recommendations that align the Level of Effort (LOE) with the Return on Investment (ROI).

Primary Duties / Responsibilities

  • Drives the rhythm of the business cadence across the global Customer Success business. Executes processes that unify people, products, and practices to deliver a best-in-class customer experience. Tracks KPIs and metrics to measure business performance.
  • Evangelizes Business Alignment by building advocates across a cross-section of internal stakeholders including Product, Finance, Legal, IT, Operations, and Sales. Shepherds strategic initiatives through a repeatable and scalable framework for data-driven analysis and prioritization.
  • Enforces adherence to project governance to drive predictability and repeatability. Refines processes to ensure governance model is seen as adding value at each phase.
  • Represents Customer Success in Citrix-wide business planning, prioritization/throttling, concept to market, and launch processes. Ensures that Customer Success is integrated into the company-wide strategic roadmap and vice versa.
  • Relays the voice of Product and Engineering to drive the right Customer Success portfolio and delivery investments. Assesses how new Citrix products and technologies will impact Customer Success offerings, systems, staff, and service delivery.
  • Drives innovation to achieve strategic priorities. Analyzes potential vendor relationships and recommends strategic vendor partnerships in support of portfolio requirements.
  • Serves as a team lead and oversees team’s daily activities. Helps junior team members grow through guidance and mentorship.

Basic Qualifications

  • Bachelor degree in Computer Science, Engineering, Business Administration, or other related field from an accredited university. MBA is a plus.
  • 12+ years of progressive business experience in Customer Success, Product Management, Professional Services, and/or Operations roles and 7+ years of experience at Enterprise or B2B technology company.
  • Technical expertise in Citrix Workspace, Networking, and/or Analytics. Can rapidly assess how product proposals will affect internal systems, processes, and training needs.  Strong understanding of technology licensing models (SaaS, perpetual, maintenance renewals, etc.).
  • Expert at partnering across business units and interacting with all levels of management, including executives. Effective at employing diplomacy to influence without authority.
  • Strong track record of driving deliverables and plans across large sized projects ($5M+ budget) from inception to successful implantation. Proven ability to drive alignment around the roles and relationships between all groups involved.
  • Highly motivated and able to execute with a high level of independence. Able to make decisions and recommendations despite uncertainty or imperfect data. Ensures efforts are aligned with outcomes and ROI.
  • Fast learner with ability to quickly synthesize information and rapidly shift directions when priorities change. Detail oriented.
  • Thinks outside of the box with demonstrated ability to simplify problems down to their root cause. Identifies innovative solutions. Not afraid to challenge the status quo. Strong business acumen with excellent verbal and written communication skills. Communicates complex business problems in a simple yet effective way for both executive audiences and working teams.


What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work.  If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:Business Process Analysis

About us:

Citrix is a cloud company that enables mobile workstyles.  We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture.  We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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