Director of Customer Strategy and Operations

I. Role Overview  

The Director of Customer Strategy and Operations, is responsible for making customer strategy executable, scalable, and economically durable.

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This role translates the CSG vision into a data-driven, execution-disciplined operating model spanning Customer Success, Professional Services, Platform Engineering and Support. It ensures that customer engagement, value realization, and retention are tightly aligned with company growth objectives.

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Acting as a strategic advisor, executive proxy, and operational integrator, this leader drives alignment across Sales, Product, Finance, and Marketing—while enabling the EVP to operate at board, investor, and long-term enterprise-strategy levels.

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II. Key Responsibilities  

1. Strategy, Planning & Office of the EVP  

• Operating Cadence & Planning: Own annual and quarterly operating rhythms (OKRs, operating plans, QBRs), ensuring alignment to enterprise strategy, revenue targets, and customer outcomes.  
• Executive Proxy & Decision Support: Represent the EVP in cross-functional executive forums, embedding the customer perspective into product roadmaps, GTM motions, and investment decisions.  
• Executive Communications: Produce board-ready materials, executive narratives, all-hands content, and monthly/quarterly business reviews with clarity, rigor, and executive presence.  
• Strategic Initiatives: Lead high-impact, cross-functional initiatives on behalf of the EVP, including customer operating model redesigns, segmentation shifts, post-acquisition integration, and new product introductions.  

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1. Customer Success Operations (CS Ops)  

• Customer Lifecycle Architecture: Design and continuously refine the end-to-end customer journey—from sales handoff through onboarding, adoption, expansion, renewal, and advocacy—identifying high-impact “moments of truth” for intervention.  
• Governance: Own strategy, selection, adoption, and ROI of Customer Success platforms, ensuring data integrity, workflow standardization, and seamless integration across systems.  
• Process & Playbooks: Develop scalable, repeatable playbooks for onboarding, risk management, escalations, renewals, and expansion to drive consistency across teams and regions.  
• Enablement & Execution Discipline: Partner with CS leadership to operationalize best practices, tooling, and training programs that improve CSM effectiveness and customer outcomes.  

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1. Data, Insights & Financial Rigor  

• Customer Health & Forecasting: Build predictive customer health and risk models leveraging product usage, support signals, sentiment, and executive engagement indicators.  
• Retention & Growth Economics: Partner with Finance and RevOps to define, track, and forecast NRR, GRR, expansion, churn, and Customer Lifetime Value (CLTV).  
• Capacity & Coverage Planning: Lead CSM capacity modeling, account segmentation, and portfolio balancing based on customer value, complexity, and growth potential.  
• Decision Intelligence: Translate complex data into clear executive insights that inform prioritization, investment decisions, and operational trade-offs.  

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1. RevOps & Cross-Functional Alignment  

• Revenue Operations Integration: Ensure Customer Success processes, data, and metrics are tightly aligned with Sales and Marketing to eliminate handoff friction and ensure a unified customer experience.  
• Segmentation & Engagement Model: Define and operationalize high-touch, hybrid, and tech-touch engagement strategies by customer segment to enable efficient scale.  
• Closed-Loop Feedback Systems: Establish structured feedback loops between Customers, Product, Sales, and Marketing to influence roadmap prioritization, messaging, and GTM execution.  

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III. Experience & Qualifications  

• Experience: 10+ years of progressive leadership experience in Strategy, Business Operations (BizOps), Revenue Operations (RevOps), Customer Success Operations, or Management Consulting within a high-growth B2B SaaS, AI, cloud, or enterprise software environment.  
• Operating Model Expertise: Demonstrated ability to design and scale customer operating models, governance frameworks, and execution playbooks across complex, global organizations.  
• Systems & Data Fluency: Strong command of CRM, Customer Success, and analytics platforms; proven ability to connect systems, data, and workflows to business outcomes.  
• Executive Communication: Exceptional written and verbal communication skills, with a track record of producing board-level materials and influencing senior executives.  
• Cross-Functional Leadership: Proven ability to lead through influence in highly matrixed environments, aligning Sales, Product, Finance, Marketing, and Services around shared goals.  
• Execution Orientation: Strong bias toward action, with the ability to move seamlessly between strategic planning, operational execution, and hands-on problem solving.  
• Education: MBA from Top business school or equivalent advanced degree preferred; strong analytical and structured-thinking background expected.  

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IV. Success Metrics (KPIs)  

Success in this role is measured by both customer outcomes and organizational leverage:  

• Retention & Growth: Sustained improvement in Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).  
• Operational Excellence: High OKR attainment and consistent execution across all Customer Success Group functions.  
• Efficiency & Scale: Reduced Time-to-Value (TTV), improved CSM productivity, and lower cost-to-serve.  
• Executive Leverage: Material increase in the EVP’s capacity to focus on long-term strategy, external stakeholders, and enterprise-level initiatives.  

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The compensation range for this full-time position is 200K + Bonus. In addition to a salary, this role is also eligible for benefits and equity.