Senior Director, CX Strategy
Servicenow👥 10,000+ employees🏢 Computer Software
Lead a senior team to develop and execute customer experience strategies, focusing on measuring customer sentiment and optimizing the customer journey.
Director, Customer Success Strategy and Operations
🕒 12 days ago
Customer Success OperationsPost-sales OperationsRevenue OperationsB2B SaaS
📜 Description
- Own the operating rhythm of the post-sales organization globally.
- Manage renewal forecasting and health-score inspection methodologies.
- Build and maintain a rolling 12-month GRR/NRR retention model.
- Oversee customer lifecycle process architecture and policy.
- Run capacity and resource planning across various teams.
- Set measurable data quality standards for CRM and CS platforms.
🛠️ Requirements
- 8+ years in Customer Success Operations, Post-Sales Operations, or Revenue Operations in B2B SaaS.
- Experience in both small and large B2B SaaS companies.
- Proven ownership of renewal forecast or health-scoring models.
- Hands-on experience with Gainsight or Planhat and Salesforce.
- Experience implementing AI or automation in customer support workflows.
✨ Benefits
- A competitive salary + stock options in our fast-growing Series D startup
- 100% Medical, Dental & Vision
- 401k Plan
- Paid parental leave
- 25 days of annual leave + Public holidays + paid sick leave
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