Own and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion, including segmentation, capacity planning, and coverage design.
Operationalize health scoring, churn risk modeling, and lifecycle metrics to improve retention and NRR.
Drive rigorous renewal forecasting, pipeline integrity, and performance accountability with clear KPIs and inspection cadence.
Partner with Services leadership to establish delivery forecasting, utilization modeling, resource planning, and performance reporting as the organization scales.
Align roles, books of business, and resource allocation to ARR mix, complexity, and growth targets.
Lead strategy and administration of Gainsight and Salesforce, ensuring data integrity, integrations, automation, and scalable reporting to drive retention and expansion.
Deliver clear, data-driven narratives and performance insights to senior leadership. Lead preparation of executive reports, QBRs, and Board presentations that drive informed decision-making and business alignment.
Deliver proactive reporting, dashboarding, and analysis of performance, including pipeline health, territory effectiveness, capacity utilization, and coverage optimization.
Partner with Sales, Marketing, and Finance leadership to develop and operationalize strategies that enable the customer experience organization to scale effectively and achieve performance goals.

8+ years of experience in Customer Experience, Sales, or Revenue Operations, with end-to-end ownership of forecasting, planning, and compensation across global or multi-segment sales organizations.
4+ years in high-growth B2B SaaS, scaling post-sale and GTM teams through data-driven operating models.
Deep expertise in SaaS metrics, including ARR, NRR, churn, expansion, renewal forecasting, and capacity/coverage modeling.
Hands-on experience with Gainsight (required), Salesforce (required), and modern Rev/CX tech stacks (CPQ, Gong, BI tools).
Experience designing Customer Success operating models (segmentation, book-of-business, health frameworks).
Proven ability to analyze complex data and deliver actionable insights on territory performance, productivity, and revenue optimization.
Strong analytical and financial modeling skills; advanced Excel proficiency.
Executive presence with the ability to influence cross-functional GTM leadership.
Strategic thinker with strong operational discipline; adept at balancing long-term process transformation with daily execution.

100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
Paid family & medical leave
Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
401(k) retirement account
Home office reimbursement
Stock options

Director, Customer Experience Operations

Key skills