Embed directly with the Heads of CS and Field Engineering to deeply understand each team's workflows, gaps, and priorities — then build the operational systems to address them
Design and implement segmentation models for multiple teams, including account assignment logic, book sizing, and pairing structures with AEs
Build compensation frameworks, performance metrics, and team quota structures for functions that currently lack formal infrastructure
Operationalize existing tooling and data — we have strong health scores and analytics; your job is to turn that signal into codified action protocols and scalable processes
Partner with Finance and Planning on headcount modeling, capacity planning, and coverage ratios as both teams scale
Hire, manage, and grow a team
Build with and for highly technical end users — the teams you're supporting are highly technical and use Cursor every day

You have prior experience in a Customer Success Operations, Customer Operations, or GTM Operations role — ideally at a company that has scaled through hypergrowth
You've seen scale before — you're not starting from zero, and you've helped a CS or post-sales org grow through meaningful inflection points (1,000+ person orgs, rapid headcount expansion, etc.)
You have a strong technical foundation — you're comfortable working directly with Salesforce data, building dashboards and tools, and partnering with data and engineering teams to get things done
You have a build-first mentality — you default to building the right solution over implementing an off-the-shelf one, and you have the taste and technical chops to back it up
Your tooling instincts are modern — you're opinionated about how things should be built and have a track record of implementing systems that teams actually adopt and respect
You've worked in a SaaS or consumption-based business, ideally with post-sales exposure — you understand how customer success looks different when revenue is tied to usage
You've managed a team and know how to develop talent while staying hands-on in a high-velocity environment
You can establish authority through craft — the teams you'll support are highly technical, and your credibility will come from your ability to build alongside them, not just advise them

Director, Solutions Strategy – Operations

Key skills