🛠 Tech Stack

💼 About This Role

You'll partner with the Chief Customer Officer to drive operational excellence across Customer Success, Support, Professional Services, and Expansion. You'll translate vision into actionable results, ensuring a world-class client experience while improving retention, satisfaction, and efficiency through innovation. You'll lead strategic planning, performance insights, and AI adoption to scale service delivery.

🎯 What You'll Do

• Execute the CS operating rhythm including monthly and quarterly reviews
• Lead annual planning and budget coordination with FP&A
• Oversee capacity planning and headcount modeling for CS teams
• Build and maintain Customer Success dashboards across Gainsight and Salesforce

📋 Requirements

• 10+ years of leadership experience in Business Operations or Customer Success Operations
• Bachelor's degree or equivalent experience
• Executive communication skills with ability to present to C-level
• Strong analytical skills with data storytelling ability

✨ Nice to Have

• Experience with AI adoption and operationalizing AI outcomes
• Familiarity with Gainsight, Salesforce, and customer data platforms
• Change management framework expertise

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Health, dental, and vision insurance
• 💰 401(k) matching
• 🏠 Remote work flexibility
• 📚 Professional development budget

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter phone screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Panel interview (cross-functional)· 60 min