Head of Operations & Business Management

We’re looking for a strategic and hands‑on Director of Customer Operations to scale and modernize our Customer Success and Professional Services functions. This role sits at the center of our post‑sales engine, partnering closely with CS and PS leadership to drive operational excellence, predictable growth, and exceptional customer outcomes.

You will design the systems, processes, and insights that power the business - leveraging data, automation, and AI to increase team productivity, improve customer visibility, and enable more proactive and personalized engagement at scale.

Own Customer Operations Strategy: Partner with CS and PS leadership to define and execute a data‑driven customer success strategy that improves retention, expansion, and customer lifetime value.

Design and optimize end‑to‑end customer workflows (onboarding through renewal), incorporating automation and AI‑assisted workflows to increase coverage and efficiency.

health scoring, risk prediction, next‑best action) to enable more proactive and predictive customer management.

Insights, Forecasting & Planning: Develop dashboards and reporting that translate data into action, including predictive models for churn, expansion, capacity, and headcount planning.

Customer Segmentation & Coverage: Define segmentation and engagement models (high‑touch vs. digital), ensuring the right level of coverage and resource allocation across the customer base.

Tooling & Technology: Own the CS tech stack, prioritizing AI‑enabled platforms that improve productivity, visibility, and customer engagement.

Customer Health & Journey Optimization: Continuously refine customer health frameworks and lifecycle journeys using real‑time data and predictive signals.

Partner with Sales, Product, and Marketing to create a unified, data‑driven view of the customer and embed customer insights into GTM decisions.

8+ years in Customer Success Operations, RevOps, or related SaaS leadership roles.

Strong fluency in data, analytics, and AI‑driven tools, with the ability to translate insights into action.

Deep understanding of SaaS metrics (NRR, GRR, churn, expansion) and customer lifecycle management.

Track record of building scalable processes, systems, and forecasting models.

Builder mindset - comfortable operating in ambiguity and driving structure in fast‑moving environments.

Additional benefits may include equity, company bonus or sales commissions/bonuses, 401(k) plan, and medical, dental, and vision benefits.

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