Director, Customer Success Strategy and Operations

📋 Description

• Renewal forecasting and health-score inspection; own forecast methodology and variance analyses end
• Predictive retention modeling; roll 12-month GRR/NRR risk surfaces.
• Post-sales process and policy ownership across onboarding, health-score, QBR/renewal prep, and
• Capacity and resource planning across CSM, PS, and Support; partner with Finance on headcount and
• Systems and data: set measurable CRM/CS platform data quality standards.
• Leadership: coach a small team across US and European time zones.

🎯 Requirements

• 8+ years in Customer Success Operations, Post-Sales Operations, or Revenue Operations in B2B SaaS
• B2B SaaS domain expertise across small and large companies.
• Owned renewal forecast or health-scoring model, not just supported one.
• Hands-on experience with a CS platform (Gainsight or Planhat) and Salesforce.
• Experience applying AI or automation to live CS/support workflows.

🎁 Benefits

• A competitive salary + stock options in our Series D startup
• Hybrid working environment
• 100% Medical, Dental & Vision
• 401k Plan
• Paid parental leave
• 25 days of annual leave + public holidays + paid sick leave