Director, Sales Strategy & Operations

About This RoleAI processing…

Key Responsibilities

• 1
  Serve as the operating partner to Americas Customer Success leadership on retention, adoption, and expansion priorities.
• 2
  Own Customer Success operating metrics and reporting (gross and net revenue retention, churn, renewal rates, expansion, adoption, and customer health) and drive the actions that improve them.
• 3
  Design and operationalize customer lifecycle processes, including Sales-to-CS handoffs, onboarding, health scoring, success planning, renewal management, and escalation/risk playbooks.
• 4
  Own renewal and retention forecasting and CSM book-of-business design, including customer-to-CSM coverage ratios.
• 5
  Own CS metrics: GRR/NRR, churn, renewals, expansion, adoption, and health
• 6
  Lifecycle processes: Sales-to-CS handoff, onboarding, health scoring, success plans, renewals, risk playbooks
• 7
  CSM book-of-business design and coverage ratios
• 8
  Improve renewal and retention forecasting
• 9
  Support CS compensation, headcount, and incentive design with Finance and People

Requirements

• The ideal candidate will have extensive experience in GTM strategy and operations, ideally in the cloud computing space
• They will have a passion for problem-solving and an ability to think strategically and execute methodically, while identifying the root cause for the identified problems
• They should have an aptitude for analytics and data-driven decision-making, and a proven track record of driving successful GTM strategies that include both Product Led Growth and Enterprise Selling motions
• Demonstrated willingness to perform basic tasks such as creating analytics and writing communications, while also conducting sophisticated work for Senior Executives
• Curiosity about business and customers (why do customers do what they do); customer-focused in running Strategy & Operations
• Understanding of various sales tools, how to leverage them effectively, and consult GTM stakeholders on how to properly leverage them to maximize efficiency and selling motions
• 10+ years in management consulting, sales, customer success, or business operations, GTM strategy, or business planning in enterprise software or large-scale tech
• SaaS/Consumption experience with deep understanding of ARR and consumption models and their metrics (bookings, pipeline coverage, GRR/NRR, churn, expansion)
• 3+ years of direct people management leading sales ops, CS ops, strategy, or analytics teams
• Track record leading sales planning and running the sales operating cadence with senior Sales leaders
• Track record driving new-business and renewal forecasting, pipeline analytics, and performance governance with senior Sales and CS leaders
• Coverage models, territory and book-of-business governance, quota setting, and capacity planning for a multi-segment Sales and CS org
• Customer lifecycle programs: health scoring, onboarding, renewal management, churn mitigation
• Strong command of metrics and business modeling
• Executive-level communication with VP- and C-level audiences
• Hands-on operator balancing strategy and execution
• Translating business needs into requirements for IT and Applications
• Bachelor's degree in Business, Finance, Economics, or a related quantitative field
• MBA or equivalent advanced degree
• Management consulting or corporate strategy experience in GTM, sales effectiveness, or customer retention
• Business Manager, Chief of Staff, or operating leader supporting Sales or CS executives
• Managing a portfolio of 6–12 month initiatives in a matrixed org
• Building scaled or digital CS motions for long-tail segments
• Using AI tools to improve analysis, forecasting, or workflows
• Salesforce, Tableau, Anaplan, Gong, Snowflake

Perks & Benefits