Director, Customer Journey Operations

Role Overview

• Define, lead, and measure operational strategies and programs that improve customer outcomes, organizational efficiency, and business performance.
• Translate high-level customer success strategies into operational execution plans with clear ownership, milestones, and KPIs.
• Design, implement, and refine scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion management.
• Standardize and document best practices, SOPs, governance models, and operational playbooks.
• Build and maintain operational dashboards, metrics, and analytics that provide insights into customer health, retention, churn risk, and growth opportunities.
• Partner with analytics and RevOps to ensure data integrity across systems (CRM, CS platforms, business intelligence tools).
• Own and optimize the Customer Success tech stack (e.g., Gainsight, Salesforce, LMS, automation tools) to support reporting, workflows, and decision-making.
• Lead or support system implementations, integrations, and automation that scale operational capabilities.
• Act as an operational liaison between CS and functions such as Sales, Product, Support, Marketing, and Finance to improve handoffs, alignment, and customer experience continuity.
• Partner with enablement to ensure CS teams have the tools, training, and resources needed to execute effectively.
• Coach, mentor, and develop operations professionals (if applicable), fostering a culture of excellence, accountability, and continuous improvement.
• Lead change management and adoption efforts for new processes or systems across the organization.

Requirements

• Experience: 10+ years of progressive experience in customer success, CS operations, revenue or go-to-market operations in B2B SaaS, with at least 3–5 years in a leadership capacity.
• Proven ability to act as a trusted advisor to senior executives and influence strategic decisions without formal authority.
• Technical Proficiency: Hands-on experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and BI/reporting tools.
• Analytical Skills: Strong analytical and strategic thinking skills with a data-driven approach to problem solving and reporting.
• Cross-Functional Influence: Proven ability to work collaboratively across functions and drive consensus among stakeholders.
• Communication: Exceptional verbal and written communication skills, with the ability to simplify complex ideas for diverse audiences.
• Leadership: Demonstrated people leadership, prioritization, project and change management capabilities.
• Comfortable working in ambiguity and shifting between high-level strategy and hands-on execution.

Benefits

• Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.
• Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
• Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
• Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
• Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
• Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support.
• Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
• ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today
• Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
• WFH Stipend: $150 per month to cover the costs of working from home.
• Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
• Home Office Stipend: A one-time $750 to help you create your dream office.