Remote Otter LogoRemoteOtter

Director of Customer Success Operations & Strategy - Remote

Posted 5 days ago
Sales / Business
Full Time
USA

Overview

As Director of Customer Success Operations & Strategy, you will lead the design and execution of a scalable operating model for global post-sale teams, ensuring customer touchpoints contribute to value realization and retention.

In Short

  • Lead design of customer journey mapping and retention forecasting
  • Drive automation and process excellence using Gainsight and Salesforce
  • Evaluate and deploy AI tools to enhance productivity and engagement
  • Collaborate with cross-functional teams including Product and Finance
  • Define and track KPIs across the customer lifecycle
  • Build CSM coverage models and capacity planning strategies
  • Ensure alignment across teams and tools
  • Hands-on execution with systems-level thinking
  • 8+ years in Customer Success or Revenue Operations
  • Experience in high-growth SaaS environments

Requirements

  • 8+ years in Customer Success Operations or GTM strategy
  • Expertise in Gainsight and Salesforce
  • Knowledge of retention forecasting and post-sale metrics
  • Experience with AI workflow automation tools
  • Strategic thinker with hands-on dashboard building abilities
  • Ability to collaborate and influence at senior levels

Benefits

  • Supportive and high-performing team environment
  • Opportunities for training and learning
  • Encouragement of initiative and innovation
Sayari logo

Sayari

Sayari is a leading provider of counterparty and supply chain risk intelligence, serving government agencies, multinational corporations, and financial institutions. With its headquarters in Washington, D.C., Sayari offers an intuitive network analysis platform that uncovers hidden risks through integrated data on corporate ownership, supply chains, and trade transactions from over 250 jurisdictions. The company is committed to enhancing visibility into global commercial and financial networks using open data, fostering a culture of collaboration, innovation, and diversity. Sayari's solutions are utilized by thousands of analysts across more than 35 countries, reflecting its global reach and impact.

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