Director of Operations, Global Technical Services

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Direct the Long-Range Planning (LRP) and yearly operational planning for the Customer Success division.

• Collaborate with Corporate Finance and RevOps on headcount strategy, budget distribution, capacity modeling, and revenue predictions.

• Create data-driven models that align resources with business requirements and global customer coverage needs.

• Manage standardized global dashboards for Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time-to-Value, and churn risk.

• Set up global business metrics and Management by Objectives (MBO) strategies.

• Conduct regular business reviews to identify performance gaps and enhance accountability.

• Design and execute automated processes throughout the customer lifecycle, from onboarding through to expansion.

• Oversee the deployment and optimization of the Customer Success technology stack, which includes Gainsight, Salesforce, Snowflake, and Tableau.

• Create training programs and change management strategies for the Customer Success and Professional Services teams.

• Integrate Customer Success with Product, Sales, and Support to ensure unified account management.

• Recruit, mentor, and lead a global team of operations managers and data analysts.

• Act as the strategic and operational foundation of the Global Technical Services organization, linking customer insights, portfolio strategy, and market execution.

⛳️ Requirements

• Over 10 years of experience in Customer Success Operations, Revenue Operations, or Business Operations in a high-growth enterprise SaaS or cloud software setting.

• Proven track record in building, mentoring, and managing high-performing global operations and data analytics teams.

• Extensive knowledge of administering Customer Success and CRM platforms, such as Gainsight and Salesforce.

• Strong understanding of data warehousing and Business Intelligence tools, including Snowflake and Tableau.

• Proficient in spreadsheet modeling.

• Outstanding analytical and problem-solving abilities.

• Capability to convert complex customer data into executive summaries and actionable plans.

• Ability to influence without direct authority and deliver structured executive communications to senior leadership.

• Familiarity with data platforms, cybersecurity, or observability markets.

• Understanding of telemetry definitions and technical adoption methodologies.

• Proficient in SQL.

• Experience in managing User Acceptance Testing (UAT) for large-scale system implementations.

• MBA or equivalent experience in strategic leadership.

• This position does not offer immigration sponsorship; the company will not sponsor work visas for applicants.

🏝️ Benefits

• Restricted stock units may be part of the compensation.

• A bonus may also be included.

• Employee benefits are available; specific details can be found in the employee benefits description.