Senior Director, Strategic Customer Programs - Remote

Overview

We are seeking a Senior Director of Strategic Customer Operations to architect and continuously refine the strategy, processes, and insights that power Customer Success at scale.

In Short

• Design and optimize end-to-end Customer Success workflows.
• Drive CS enablement through playbooks and training.
• Establish executive-ready performance reporting.
• Serve as product owner for Gainsight.
• Own the vision for customer health models and analytics.
• Architect and lead Executive Sponsor and Customer Reference programs.
• Own proactive customer communication strategy.
• Ensure alignment across teams for messaging.
• Achieve high platform adoption and revenue retention.
• Measure communication effectiveness and customer satisfaction.

Requirements

• 8+ years in Customer Success or related functions.
• 5+ years administering Gainsight or similar platforms.
• Track record in designing strategic customer health models.
• Strong strategic thinking and project management skills.
• Data-driven mindset with CRM/SFDC expertise.
• Excellent communication skills.
• Ability to lead cross-functional teams.

Benefits

• Health, Dental, Vision benefits from day one.
• 401(k) match for retirement planning.
• Yearly allotment of free therapy visits.
• Competitive paid time off policies.
• Parental leave after 6 months tenure.
• Access to wellness programs and fertility support.
• Professional development reimbursement.
• Donation matching for favorite causes.