We are looking for a strategic and analytical Director of Revenue Operations to join our leadership team. In this role, you will lead the planning, forecasting, and reporting for our Post-Sales teams, spanning Onboarding and Customer Success, while managing and mentoring a team of two analysts. You will partner cross-functionally to diagnose bottlenecks, improve onboarding efficiency, and drive operational excellence that supports the overall growth of our organization.
- This position will be hybrid
- Reports to: Vice President of Revenue Operations
- Partners closely with: Vice President of Onboarding & Customer Success
What You Will Own- Own Post-Sale operational excellence across Onboarding, Customer Success, and Customer Education, establishing scalable processes, systems, governance, and operating models that improve efficiency, consistency, customer outcomes, and the ability to scale.
- Develop and execute planning, forecasting, and performance management frameworks for Onboarding and Customer Success, including time-to-value, implementation timelines, productivity, process adherence, adoption, retention, expansion, and overall customer health.
- Establish KPIs, reporting, dashboards, and operating rhythms that provide actionable visibility into Post-Sale performance, capacity, customer outcomes, and operational health; translate data and insights into clear recommendations and priorities.
- Analyze customer journeys, workflows, systems, and performance data to identify bottlenecks, inefficiencies, and opportunities to improve throughput, quality, productivity, and the overall customer experience.
- Lead workforce, organizational, and capacity planning across Onboarding and Customer Success, including headcount models, organizational structure, role design, resource allocation, productivity targets, and staffing forecasts.
- Design and optimize the end-to-end customer implementation and account setup experience, including account setup processes, technical integrations, handoffs, implementation standards, and quality controls that drive a consistent and efficient path to value.
- Lead cross-functional transformation initiatives across People, Process, and Technology, partnering with Customer Success, Onboarding, Education, Sales Operations, Product, Finance, HR, BI, and Technology to identify opportunities, align priorities, and drive implementation.
- Develop and manage compensation and incentive programs for Onboarding and Customer Success that align team behaviours and performance with company objectives, customer outcomes, productivity, retention, and growth.
- Evaluate and implement revenue operations technologies, automation, and AI capabilities that improve data quality, reduce manual work, increase team capacity and productivity, and enhance the customer experience.
- Foster a collaborative, data-driven, and results-oriented operating culture, establishing clear accountability, performance standards, and continuous improvement practices across the Post-Sale organization.
What You Will Need to Accomplish the Job- 10+ years of progressive experience in revenue operations, customer success operations, or a related field, preferably within a SaaS organization
- Bachelor's degree from an accredited college or university (MBA preferred)
- Proven track record of developing and executing successful planning, forecasting, and reporting strategies
- Strong leadership and communication skills, with the ability to work effectively with executives, senior leaders, analysts, and cross-functional teams
- Experience with performance metrics, reporting, and CRM tools (Salesforce preferred)
- Ability to analyze and diagnose bottlenecks in processes and systems to improve operational efficiency
- Strategic thinker with a hands-on approach to coaching and mentoring
- Comfortable working in a fast-paced, high-growth environment
What Will Make Us Love You- Experience building compensation and incentive plans for post-sales teams
- Understanding of or certification in Six Sigma preferred
