Sr. Director, Strategy & Operations - Customer Success
New
J
JobgetherB2B SaaS
Based in the United StatesFull-TimeDirector
Salary$203,000–$290,000 USD
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Job Details
- Required Skills
- Artificial IntelligenceBusiness Operations
Requirements
- Experience in Strategy & Operations, Business Operations, Customer Success Operations, or a comparable operational leadership function within a complex organization.
- Demonstrated experience partnering closely with Customer Success, Customer Support, Technical Success, Professional Services, or related customer-facing organizations.
- Proven experience leading and developing high-performing teams, including senior individual contributors and people managers.
- Strong track record driving business planning, operating cadences, KPI development, performance management, resource planning, and cross-functional execution.
- Experience working in a high-growth B2B SaaS or technology environment, with the ability to operate effectively at both strategic and execution levels.
- Demonstrated curiosity and hands-on exploration of AI tools, with experience applying emerging technologies to improve workflows, solve business problems, generate insights, or increase organizational productivity.
- Strong strategic thinking and problem-solving skills, with the ability to navigate ambiguity, identify opportunities, and create structure where none exists.
- High ownership and bias toward action, with the judgment to move seamlessly between executive-level strategy and detailed execution.
- Excellent communication, influencing, collaboration, and stakeholder-management skills.
- A growth mindset, strong learning orientation, and openness to feedback.
Responsibilities
- Lead Strategy and Delivery Operations across Customer Success, covering business operations, services portfolio management, new product introduction, and vendor management.
- Establish strong operational rigor through quarterly business reviews, annual operating planning, executive performance reviews, business cadences, KPI management, and performance reporting.
- Partner with Finance and Customer Success leadership on workforce planning, capacity planning, resource allocation, and investment prioritization to support scalable growth.
- Identify and implement opportunities to leverage AI, automation, advanced analytics, and intelligent workflows to improve operational efficiency, decision-making, team productivity, and customer experience.
- Drive cross-functional alignment with Sales, Product, Finance, IT, Engineering, and other business functions, ensuring Customer Success priorities are represented and effectively executed.
- Build and lead high-performing teams, including senior individual contributors and people managers, while establishing clear expectations, accountability, and development opportunities.
- Translate strategic priorities into actionable operating plans and ensure consistent execution across a complex, global organization.
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