Sr. Director, Revenue Operations (Global Customer Success & Services)

Job Description

As Senior Director – Enterprise Success & Services Operations, you will lead critical cross-functional initiatives and drive the strategy, execution, and continuous improvement of our post-sale organization — spanning Professional Services, & Customer Success.

You will translate business priorities into scalable processes and actionable insights. This role requires close collaboration with Senior Leadership across Sales, Finance, Product, and Engineering. You will optimize post-sale delivery processes, implementing best practices to maximize efficiency, customer outcomes, and revenue retention. You will also lead a high-performing operations team, fostering professional development and operational excellence.

Central to this role is ownership of the tools and systems ecosystem — ensuring the organization has the infrastructure, data governance, and visibility needed to make confident decisions across the customer lifecycle. The role includes identifying and implementing scalable solutions to support business expansion and improve team productivity.

Qualifications

• 10+ years of experience in revenue operations, CS operations, services operations, or strategy roles within high-growth SaaS companies.
• Direct experience supporting Professional Services, Customer Success, or Support functions.
• Hands-on fluency with the systems that power post-sale teams, including CRM (Salesforce), CS platforms (e.g., ChurnZero, Gainsight), PSA/services delivery tools (e.g., Mavenlink/Kantata, FinancialForce), and support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Proven ability to work independently and take initiative in a fast-paced environment.
• Demonstrated experience leading cross-functional teams and developing innovative solutions for complex, ambiguous challenges.
• Strong business and financial acumen with an understanding of services delivery, customer success methodologies, support operations, and project management in the SaaS industry.
• Ability to thrive in a global, matrixed organization and collaborate effectively across Sales, Marketing, Product, and Finance functions.
• Skilled at delivering clear, concise, and reliable analysis and insights to stakeholders.
• Experience developing and tracking metrics, measuring KPIs such as NRR, CSAT, time-to-value, and utilization, and translating insights into actionable strategies.
• Data-driven decision-maker with a strong analytical foundation and the ability to provide strategic guidance.
• Proven ability to manage multiple priorities simultaneously and drive complex projects to completion.

The Successful Candidate

• Demonstrates sound business judgment and a proven ability to influence others.
• Possesses strong analytical skills and a track record of ownership, data-driven decision-making, and impactful results.
• Is a creative, hands-on problem solver capable of making thoughtful, strategic decisions.
• Thrives in dynamic, fast-changing environments and can effectively manage ambiguity.
• Balances a bias for action with meticulous attention to detail.
• Adapts quickly to evolving business needs and priorities.
• Communicates effectively, both verbally and in writing, with experience presenting to senior leadership.

Additional Information

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