I. Role Overview
The Director of Customer Strategy and Operations, is responsible for making customer strategy executable, scalable, and economically durable.
This role translates the CSG vision into a data-driven, execution-disciplined operating model spanning Customer Success, Professional Services, Platform Engineering and Support. It ensures that customer engagement, value realization, and retention are tightly aligned with company growth objectives.
Acting as a strategic advisor, executive proxy, and operational integrator, this leader drives alignment across Sales, Product, Finance, and Marketing—while enabling the EVP to operate at board, investor, and long-term enterprise-strategy levels.
II. Key Responsibilities
1. Strategy, Planning & Office of the EVP
- Operating Cadence & Planning: Own annual and quarterly operating rhythms (OKRs, operating plans, QBRs), ensuring alignment to enterprise strategy, revenue targets, and customer outcomes.
- Executive Proxy & Decision Support: Represent the EVP in cross-functional executive forums, embedding the customer perspective into product roadmaps, GTM motions, and investment decisions.
- Executive Communications: Produce board-ready materials, executive narratives, all-hands content, and monthly/quarterly business reviews with clarity, rigor, and executive presence.
- Strategic Initiatives: Lead high-impact, cross-functional initiatives on behalf of the EVP, including customer operating model redesigns, segmentation shifts, post-acquisition integration, and new product introductions.
2. Customer Success Operations (CS Ops)
- Customer Lifecycle Architecture: Design and continuously refine the end-toend customer journey—from sales handoff through onboarding, adoption, expansion, renewal, and advocacy—identifying high-impact “moments of truth” for intervention.
- Governance: Own strategy, selection, adoption, and ROI of Customer Success platforms, ensuring data integrity, workflow standardization, and seamless integration across systems.
- Process & Playbooks: Develop scalable, repeatable playbooks for onboarding, risk management, escalations, renewals, and expansion to drive consistency across teams and regions.
- Enablement & Execution Discipline: Partner with CS leadership to operationalize best practices, tooling, and training programs that improve CSM effectiveness and customer outcomes.
3. Data, Insights & Financial Rigor
- Customer Health & Forecasting: Build predictive customer health and risk models leveraging product usage, support signals, sentiment, and executive engagement indicators.
- Retention & Growth Economics: Partner with Finance and RevOps to define, track, and forecast NRR, GRR, expansion, churn, and Customer Lifetime Value (CLTV).
- Capacity & Coverage Planning: Lead CSM capacity modeling, account segmentation, and portfolio balancing based on customer value, complexity, and growth potential.
- Decision Intelligence: Translate complex data into clear executive insights that inform prioritization, investment decisions, and operational trade-offs.
4. RevOps & Cross-Functional Alignment
- Revenue Operations Integration: Ensure Customer Success processes, data, and metrics are tightly aligned with Sales and Marketing to eliminate handoff friction and ensure a unified customer experience.
- Segmentation & Engagement Model: Define and operationalize high-touch, hybrid, and tech-touch engagement strategies by customer segment to enable efficient scale.
- Closed-Loop Feedback Systems: Establish structured feedback loops between Customers, Product, Sales, and Marketing to influence roadmap prioritization, messaging, and GTM execution.
III. Experience & Qualifications
- Experience: 10+ years of progressive leadership experience in Strategy, Business Operations (BizOps), Revenue Operations (RevOps), Customer Success Operations, or Management Consulting within a high-growth B2B SaaS, AI, cloud, or enterprise software environment.
- Operating Model Expertise: Demonstrated ability to design and scale customer operating models, governance frameworks, and execution playbooks across complex, global organizations.
- Systems & Data Fluency: Strong command of CRM, Customer Success, and analytics platforms; proven ability to connect systems, data, and workflows to business outcomes.
- Executive Communication: Exceptional written and verbal communication skills, with a track record of producing board-level materials and influencing senior executives.
- Cross-Functional Leadership: Proven ability to lead through influence in highly matrixed environments, aligning Sales, Product, Finance, Marketing, and Services around shared goals.
- Execution Orientation: Strong bias toward action, with the ability to move seamlessly between strategic planning, operational execution, and hands-on problem solving.
- Education: MBA from Top business school or equivalent advanced degree preferred; strong analytical and structured-thinking background expected.
IV. Success Metrics (KPIs)
Success in this role is measured by both customer outcomes and organizational leverage:
- Retention & Growth: Sustained improvement in Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
- Operational Excellence: High OKR attainment and consistent execution across all Customer Success Group functions.
- Efficiency & Scale: Reduced Time-to-Value (TTV), improved CSM productivity, and lower cost-to-serve.
- Executive Leverage: Material increase in the EVP’s capacity to focus on long-term strategy, external stakeholders, and enterprise-level initiatives.
The compensation range for this full-time position is $180k–$200k + Bonus. In addition to a salary, this role is also eligible for benefits and equity.