Director, CS and PS Operations
Mountain View, California, United States of America
Full Time
1 hour ago
$200,000 - $245,000 USD
Visa Sponsor
Key skills
AIAnalyticsSaaSLeadershipCommunicationCustomer SuccessSales
About this role
Role Overview
- Own Customer Operations Strategy: Partner with CS and PS leadership to define and execute a data-driven customer success strategy that improves retention, expansion, and customer lifetime value
- Build Scalable Systems & Processes: Design and optimize end-to-end customer workflows (onboarding through renewal), incorporating automation and AI-assisted workflows to increase coverage and efficiency
- Operationalize AI in Post-Sales: Identify and implement AI-powered solutions (e.g., health scoring, risk prediction, next-best action) to enable more proactive and predictive customer management
- Insights, Forecasting & Planning: Develop dashboards and reporting that translate data into action, including predictive models for churn, expansion, capacity, and headcount planning
- Customer Segmentation & Coverage: Define segmentation and engagement models (high-touch vs. digital), ensuring the right level of coverage and resource allocation across the customer base
- Tooling & Technology: Own the CS tech stack, prioritizing AI-enabled platforms that improve productivity, visibility, and customer engagement
- Team Enablement: Equip CSMs with playbooks, insights, and AI-driven guidance to operate more strategically and deliver consistent outcomes
- Customer Health & Journey Optimization: Continuously refine customer health frameworks and lifecycle journeys using real-time data and predictive signals
- Cross-Functional Alignment: Partner with Sales, Product, and Marketing to create a unified, data-driven view of the customer and embed customer insights into GTM decisions
- Executive Reporting & Planning: Lead QBRs, board reporting, and annual planning, bringing clear, insight-driven narratives to leadership
Requirements
- 8+ years in Customer Success Operations, RevOps, or related SaaS leadership roles
- Proven experience scaling post-sales functions in high-growth environments
- Strong fluency in data, analytics, and AI-driven tools
- Deep understanding of SaaS metrics (NRR, GRR, churn, expansion) and customer lifecycle management
- Track record of building scalable processes, systems, and forecasting models
- Strong cross-functional leadership and communication skills
- Builder mindset
- comfortable operating in ambiguity and driving structure in fast-moving environments
Benefits
- equity
- company bonus or sales commissions/bonuses
- 401(k) plan
- medical, dental, and vision benefits