Description

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

The Senior Director, Services Strategy will play a critical role in transforming Gigamon’s post-sale services into a scalable, recurring, and profitable revenue engine. Sitting within Global Success & Services and reporting to the Vice President, Global Success & Services, this leader will own the end-to-end services strategy and portfolio across Technical Support, Customer Success, and Professional Services. They will also help shape and run the Professional Services business day to day, with direct impact on profitability, margin discipline, and operational rigor. This is a highly visible builder role that requires strong cross-functional partnership with Sales, Finance, and other stakeholders to align services with retention, expansion, and growth objectives.

This role is based out of our Santa Clara, CA headquarters, following a hybrid schedule of on-site currently Monday, Tuesday, and Thursday (3 days per week), with additional on-site presence as business needs require. 

What you’ll do

• Own the global services strategy and define a cohesive, market-ready portfolio spanning technical support contracts, customer success delivery, and professional services.

• Assess the current services portfolio to identify gaps, missed revenue opportunities, and margin leakage across support, success, and professional services.

• Design and publish a unified services portfolio with clear tiers, packages, and price points that are easy for customers to buy and sales teams to sell.

• Establish and drive a revenue thesis for services that ties offerings directly to retention, expansion, and post-sale revenue performance.

• Define packaging and pricing models with a bias toward recurring, attach-based revenue and renewable service offerings.

• Lead the Professional Services financial and operational model, with direct accountability for the key levers of the PS P&L, including margin, utilization, realization, attach rate, and scoping discipline.

• Strengthen the Professional Services operating model, including resourcing approaches, contractor and offshore mix, and staffing against committed revenue.

• Build and maintain data-driven operational reviews that highlight where the business makes money, where it does not, and what actions are required to improve profitability.

• Partner closely with Sales, Deal Desk, and Finance to ensure services are scoped, priced, and delivered profitably from initial deal structuring through execution.

• Evolve the resourcing and delivery model to align capacity with committed revenue, optimize cost-to-serve, and shift work to the right cost base where appropriate.

• Drive alignment across Global Success & Services so services are understood and utilized as a strategic driver of customer outcomes, renewal, and expansion.

What you’ve done

• Delivered 10+ years of experience in professional services, customer success, or services strategy, including at least 5 years leading services teams or functions at the manager, senior manager, or director level.

• Earned a bachelor’s degree (ideally in business, engineering, computer science, or a related field) or bring 15+ years of directly relevant experience.

• Proven the ability to monetize services by turning professional services and premium support into repeatable, renewable, tiered offerings that customers consistently purchase and renew.

• Demonstrated measurable impact on net revenue retention and expansion through services, with a track record of growing managed or enterprise account bases and tying services to renewal and upsell.

• Built or significantly scaled professional services organizations, including establishing SLA frameworks, delivery workflows, scoping discipline, and escalation structures that protect complex enterprise relationships.

• Designed and implemented services pricing, bundling, and tiering strategies that span technical support, customer success, and professional services, enabling sales to sell effectively and the business to achieve target margins.

• Developed partner services programs, including enablement structures, certification paths, and co-delivery frameworks that are commercially credible and drive joint value.

• Led delivery operations and financial optimization efforts that improved cycle times, utilization, realization, and cost-to-serve, with strong command of margin and the levers that influence it.

• Created and operationalized customer lifecycle programs, such as executive engagement cadences, proactive health and adoption motions, and milestone frameworks that customers value and renew against.

• Operated in networking, security, or enterprise infrastructure domains, working around technically complex platforms and associated service offerings.

• (Preferred) Worked with AI-enabled PS and CS operations, including churn and renewal-risk signals, playbook automation, and modern tooling.

• (Preferred) Gained hands-on experience at the intersection of technology, program design, and delivery execution, ideally having built or operated a services-centric platform or offering.

Who you are

• A strategic, commercially minded services leader who thinks in terms of portfolio, packaging, pricing, and margin rather than standalone projects or ad hoc engagements.

• Equally comfortable engaging with customers, reviewing detailed financial models, and leading operating reviews with senior stakeholders.

• Data-driven and analytical, using quantitative insights to inform recommendations and bringing forward clear plans, not just reports.

• Operationally disciplined, with a bias toward building scalable frameworks, repeatable processes, and rigorous execution across global teams.

• Highly collaborative, able to partner effectively with Sales, Deal Desk, Finance, Product, and cross-functional leaders to align services with company growth objectives.

• Customer-obsessed, focused on designing services that drive tangible business outcomes, protect and grow revenue, and deepen long-term relationships.

The base salary compensation range targeted for this role is expected to be between $236,000 - $295,000 (subject to terms and conditions of the plan). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.  

Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which may include health and other insurances such as life and disability, and savings accounts such as a retirement plan with company matching contributions or similar, paid time off (holidays, vacation, and sick), tuition reimbursement, employee assistance program (EAP), business travel accident insurance, employee discounts, and employee referral program. Additionally, employees may be eligible to participate in the Profit Interest Units plan.