Director of Customer Success Operations
About Our Client
Our client is the world’s leading employee experience platform, revolutionizing how millions of employees across thousands of companies create a better world of work. The hiring company empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies depend on the platform every day.
Our client is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia and has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
How you can help make a better world of work
The company needs a dynamic, entrepreneurial, and experienced Director of Customer Success Operations to strategically partner with senior customer leaders, evolve Customer Success productivity platforms, and drive critical transformations to the customer engagement model (people, process, and technology). The Director will step into team leadership, with a mandate to help drive increased CSAT, reduced churn, and increased client revenue expansion. The Director must partner closely with business stakeholders to ensure alignment on the priorities, and evidence a great track record of sophisticated solution delivery in different businesses.
As part of this team of amazing humans,
You will…
- Co-own the strategic roadmap for Customer Success people, process, and technology, with the SVP Customer Experience, VP Revenue Operations, VPs of Customer Experience, and CRO.
- Own all operational support for CS coverage model, account assignments, and targets/quotas.
- Own administration and optimization of productivity platforms used by Customer Success, in partnership with GTM Systems.
- Drive cross-functional transformation initiatives to improve CSAT/churn/expansion, including programmatic efforts to make CS more efficient and effective using advanced analytics and AI.
- Develop and grow a world-class team of business partners.
You have …
- 7+ years of experience in leading sales and/or customer success operations, preferably in the SaaS or technology industry
- Proven track record of developing and implementing successful sales/customer success operations strategies.
- Expertise in sales/customer success automation and technology solutions.
- Advanced understanding of customer data, structures, measurement, retention and churn insights, analytics advertising tools, salestech, and CStech
- Excellent at improving workflow and processes for customer pipeline funnel for win rate optimisation
- Hands on experience with reporting, analyzing and optimizing customer account planning at scale.
- Sales and Customer Success expertise in sales funnel tools like Gong, Outreach, 6Sense, Salesforce / Salesforce Marketing cloud, Vitally & Intercom and other standard revenue sales software
- Practical experience with BI platforms (e.g. Tableau, Power BI, Looker)
- Excellent communication and presentation skills with the ability to influence and persuade stakeholders.
- Proven leadership and team management skills.
- Bachelor's degree in Business, or a related field.
You are…
- 8+ years of experience in GTM operations, revenue operations, or a related consulting field
- Strong experience as a team leader in culture-first companies
- Exceptional written and verbal communication skills
- Excellent business acumen
- Ability to influence executive decision makers through compelling, well-researched proposals and business cases
- Proficient technical depth with key Customer Success productivity applications
- Very strong track record of working successfully with business partners to scope and deliver business-critical applications
- Evident success in landing complex transformations that have a big impact on the business!
Salary Range
$189,000—$223,000 USD
Benefits
- Flexible working hours
- Parental leave
- MacBooks for all!
- Shares
- Fun and inclusive digital, and (in the future) in-person events
- Health Benefits
- Equity
- Employee Share Options Program
- Programs, coaching, and budgets to help you thrive personally and professionally
- Access to external providers for mental wellbeing and coaching support
- Monthly Camper Life Allowance
- Team budgets dedicated to team building activities and connection
- Intentional quarterly wellbeing pauses
- Extended year-end breaks
- Excellent parental leave and in work support program available from day 1 of joining
- Social Impact Days
- MacBooks and a work from home office budget
- Medical insurance coverage
- And so much more!
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”
About Our Client
Our client is the world’s leading employee experience platform, revolutionizing how millions of employees across thousands of companies create a better world of work. The hiring company empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies depend on the platform every day.
Our client is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia and has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
How you can help make a better world of work
The company needs a dynamic, entrepreneurial, and experienced Director of Customer Success Operations to strategically partner with senior customer leaders, evolve Customer Success productivity platforms, and drive critical transformations to the customer engagement model (people, process, and technology). The Director will step into team leadership, with a mandate to help drive increased CSAT, reduced churn, and increased client revenue expansion. The Director must partner closely with business stakeholders to ensure alignment on the priorities, and evidence a great track record of sophisticated solution delivery in different businesses.
As part of this team of amazing humans,
You will…
- Co-own the strategic roadmap for Customer Success people, process, and technology, with the SVP Customer Experience, VP Revenue Operations, VPs of Customer Experience, and CRO.
- Own all operational support for CS coverage model, account assignments, and targets/quotas.
- Own administration and optimization of productivity platforms used by Customer Success, in partnership with GTM Systems.
- Drive cross-functional transformation initiatives to improve CSAT/churn/expansion, including programmatic efforts to make CS more efficient and effective using advanced analytics and AI.
- Develop and grow a world-class team of business partners.
You have …
- 7+ years of experience in leading sales and/or customer success operations, preferably in the SaaS or technology industry
- Proven track record of developing and implementing successful sales/customer success operations strategies.
- Expertise in sales/customer success automation and technology solutions.
- Advanced understanding of customer data, structures, measurement, retention and churn insights, analytics advertising tools, salestech, and CStech
- Excellent at improving workflow and processes for customer pipeline funnel for win rate optimisation
- Hands on experience with reporting, analyzing and optimizing customer account planning at scale.
- Sales and Customer Success expertise in sales funnel tools like Gong, Outreach, 6Sense, Salesforce / Salesforce Marketing cloud, Vitally & Intercom and other standard revenue sales software
- Practical experience with BI platforms (e.g. Tableau, Power BI, Looker)
- Excellent communication and presentation skills with the ability to influence and persuade stakeholders.
- Proven leadership and team management skills.
- Bachelor's degree in Business, or a related field.
You are…
- 8+ years of experience in GTM operations, revenue operations, or a related consulting field
- Strong experience as a team leader in culture-first companies
- Exceptional written and verbal communication skills
- Excellent business acumen
- Ability to influence executive decision makers through compelling, well-researched proposals and business cases
- Proficient technical depth with key Customer Success productivity applications
- Very strong track record of working successfully with business partners to scope and deliver business-critical applications
- Evident success in landing complex transformations that have a big impact on the business!
Salary Range
$189,000—$223,000 USD
Benefits
- Flexible working hours
- Parental leave
- MacBooks for all!
- Shares
- Fun and inclusive digital, and (in the future) in-person events
- Health Benefits
- Equity
- Employee Share Options Program
- Programs, coaching, and budgets to help you thrive personally and professionally
- Access to external providers for mental wellbeing and coaching support
- Monthly Camper Life Allowance
- Team budgets dedicated to team building activities and connection
- Intentional quarterly wellbeing pauses
- Extended year-end breaks
- Excellent parental leave and in work support program available from day 1 of joining
- Social Impact Days
- MacBooks and a work from home office budget
- Medical insurance coverage
- And so much more!
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”