Own Customer Operations Strategy: Partner with CS and PS leadership to define and execute a data-driven customer success strategy
Build Scalable Systems & Processes: Design and optimize end-to-end customer workflows
Operationalize AI in Post-Sales: Identify and implement AI-powered solutions for proactive customer management
Insights, Forecasting & Planning: Develop dashboards and reporting that translate data into action
Customer Segmentation & Coverage: Define segmentation and engagement models
Tooling & Technology: Own the CS tech stack, prioritizing AI-enabled platforms
Team Enablement: Equip CSMs with playbooks and AI-driven guidance
Customer Health & Journey Optimization: Continuously refine customer health frameworks
Cross-Functional Alignment: Partner with Sales, Product, and Marketing for a unified view of the customer
Executive Reporting & Planning: Lead QBRs, board reporting, and annual planning

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)
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

Director, CS and PS Operations

Key skills