Director, CS and PS Operations

The Role

We’re looking for a strategic and hands‑on Director of Customer Operations to scale and modernize our Customer Success and Professional Services functions. This role sits at the center of our post‑sales engine, partnering closely with CS and PS leadership to drive operational excellence, predictable growth, and exceptional customer outcomes.

You will design the systems, processes, and insights that power the business – leveraging data, automation, and AI to increase team productivity, improve customer visibility, and enable more proactive and personalized engagement at scale.

• 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.

• 8+ years in Customer Success Operations, Rev Ops, or related SaaS leadership roles.
• Proven experience scaling post‑sales functions in high‑growth environments.
• Strong fluency in data, analytics, and AI‑driven tools, with the ability to translate insights into action.
• 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, with experience influencing executive stakeholders.
• Builder mindset – comfortable operating in ambiguity and driving structure in fast‑moving environments.

In California, the estimated annual salary range for this role is $200 k – $245 k per year. In Illinois, the estimated annual salary range is $180 k – $230 k per year. Actual compensation may vary and will be determined based on permissible, non‑discriminatory factors such as skills, qualifications, experience, and location of the selected candidate. Additional benefits may include equity, company bonus or sales commissions/bonuses, 401(k) plan, and medical, dental, and vision benefits.