Job SummaryAs the Director of Operations, you are the strategic and operational backbone of the Global Technical Services organization. You will turn customer lifecycle data into actionable insights, scalable processes, and a reliable operational cadence. You will connect customer insights, portfolio strategy, and go-to-market execution to accelerate value realization across the data platform, cybersecurity, and observability portfolios.
Responsibilities- Financial Planning & LRP: Lead Long-Range Planning (LRP) and annual operational planning for the Customer Success organization.
- Corporate Connectivity: Act as the primary liaison with Corporate Finance and RevOps to align on headcount planning, budget allocation, capacity modeling, and revenue forecasting.
- Modeling: Develop data-driven models to align resources with business needs and global customer coverage requirements.
- Global Reporting: Oversee the development of standardized global dashboards, providing "single-pane-of-glass" visibility into Net Retention Rate (NRR), Gross Retention Rate (GRR), Time-to-Value, and churn risk.
- Performance Frameworks: Establish global business metrics and MBO strategies. Lead recurring business reviews to address performance gaps and drive accountability.
- Lifecycle Design: Design and implement frictionless, automated procedures across the entire customer lifecycle-from onboarding to expansion.
- Tech Stack Ownership: Lead the deployment and optimization of the Customer Success technology stack (e.g., Gainsight, Salesforce, Snowflake, Tableau).
- Strategic Enablement: Design training plans and change management strategies to ensure global Customer Success and Professional Services teams are enabled on new workflows, technical updates, and playbook rollouts.
- Operational Bridge: Unite Customer Success with Product, Sales, and Support to eliminate silos and ensure cohesive account management.
- Team Leadership: Hire, mentor, and lead a global team of operations managers and data analysts, fostering a culture of operational rigor and continuous improvement.
Qualifications Required Qualifications- Experience: 10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations within a high-growth, enterprise SaaS or cloud software organization.
- Leadership: Demonstrated success in building, mentoring, and managing high-performing global operations and data analytics teams.
- Technical Acumen: Deep expertise in administering Customer Success and CRM platforms (e.g., Gainsight, Salesforce) and a strong grasp of data warehousing and Business Intelligence tools (e.g., Snowflake, Tableau) and spreadsheet modeling.
- Analytical Rigor: Exceptional analytical and problem-solving skills with a proven ability to translate complex customer data into clear executive summaries and actionable strategies.
- Stakeholder Management: Outstanding ability to influence without authority and provide structured executive communication to senior leadership.
- Domain Knowledge: Familiarity with the data platform, cybersecurity, or observability markets, including an understanding of telemetry definitions and technical adoption methodologies.
- Technical Skills: SQL literacy and experience managing User Acceptance Testing (UAT) for large-scale system deployments.
- Education: MBA or equivalent strategic leadership experience.
Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$189,000.00 - $259,350.00/yr
