Director of Customer Operations & Enablement

📋 Description

• Own post-sales data, analytics, and executive reporting across Customer Success, Technical Account
• Lead the evaluation, implementation, integration, and optimization of Customer Success platforms
• Build resource planning and capacity models that help post-sales leaders anticipate organizational
• Design and scale enablement programs, operational playbooks, and workflows that create consistent
• Develop customer health scoring, voice-of-the-customer, advocacy, and related programs that turn
• Partner with post-sales and executive leaders to identify operational gaps, improve

🎯 Requirements

• 12 or more years of progressive experience in Customer Operations, Sales Operations, Enablement, or
• A demonstrated track record of leading operations and enablement across Customer Success, Support
• Strong command of customer and retention metrics, including GRR, NRR, time-to-value, customer
• Deep experience with Customer Success platforms such as Gainsight, Planhat, or similar tools, along
• Experience building resource and capacity models, operational processes, playbooks, and enablement
• Strong operational judgment, with the ability to move between strategic planning and hands-on

🎁 Benefits

• Equity and additional benefits will also be awarded.