Director, Customer Success Operations

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Requirements:

• 10+ years of experience in go-to-market operations (Sales, Customer Success, Services, and/or Support).
• 5+ years as a people leader, preferably managing Customer Success.
• 5+ years of B2B SaaS experience with knowledge of SaaS business models and customer lifecycle management.
• Experience in business planning, territory assignments, quota development, and reporting.
• Strong analytical skills with the ability to present findings to senior executives.
• Experience in product-led growth strategy is ideal.
• Ability to meet in person for scheduled collaboration weeks.

Responsibilities:

• Develop a strategy for an integrated technology infrastructure for a 360-degree view of customers.
• Evaluate go-to-market strategies and refine account coverage models.
• Define roles within and across teams using RASCI models.
• Collaborate with various departments to align customer data for reporting.
• Establish KPIs to measure operational effectiveness.
• Lead the determination and execution of operational roadmaps.
• Own territory assignments and quota development for Customer Success.
• Create a customer health score strategy in partnership with Customer Success leadership.