Senior Director of Customer Strategy and Operations

Sr. Director of Customer Strategy and Operations, is responsible for making customer strategy executable, scalable, and economically durable.

This role translates the CSG vision into a data-driven, execution-disciplined operating model spanning Customer Success, Professional Services, Platform Engineering and Support. It ensures that customer engagement, value realization, and retention are tightly aligned with company growth objectives.

Acting as a strategic advisor, executive proxy, and operational integrator, this leader drives alignment across Sales, Product, Finance, and Marketing—while enabling the EVP to operate at board, investor, and long-term enterprise-strategy levels.

• Operating Cadence & Planning:
  Own annual and quarterly operating rhythms (OKRs, operating plans, QBRs), ensuring alignment to enterprise strategy, revenue targets, and customer outcomes.
• Executive Proxy & Decision Support:
  Represent the EVP in cross-functional executive forums, embedding the customer perspective into product roadmaps, GTM motions, and investment decisions.
• Executive Communications:
  Produce board-ready materials, executive narratives, all-hands content, and monthly/quarterly business reviews with clarity, rigor, and executive presence.
• Strategic Initiatives:
  Lead high-impact, cross-functional initiatives on behalf of the EVP, including customer operating model redesigns, segmentation shifts, post-acquisition integration, and new product introductions.

• Customer Lifecycle Architecture:
  Design and continuously refine the end-to-end customer journey—from sales handoff through onboarding, adoption, expansion, renewal, and advocacy—identifying high-impact “moments of truth” for intervention.
• Governance:
  Own strategy, selection, adoption, and ROI of Customer Success platforms, ensuring data integrity, workflow standardization, and seamless integration across systems.
• Process & Playbooks:
  Develop scalable, repeatable playbooks for onboarding, risk management, escalations, renewals, and expansion to drive consistency across teams and regions.
• Enablement & Execution Discipline:
  Partner with CS leadership to operationalize best practices, tooling, and training programs that improve CSM effectiveness and customer outcomes.

• Customer Health & Forecasting:
  Build predictive customer health and risk models leveraging product usage, support signals, sentiment, and executive engagement indicators.
• Retention & Growth Economics:
  Partner with Finance and Rev Ops to define, track, and forecast NRR, GRR, expansion, churn, and Customer Lifetime Value (CLTV).
• Capacity & Coverage Planning:
  Lead CSM capacity modeling, account segmentation, and portfolio balancing based on customer value, complexity, and growth potential.
• Decision Intelligence:
  Translate complex data into clear executive insights that inform prioritization, investment decisions, and operational trade-offs.

• Revenue Operations Integration:
  Ensure Customer Success processes, data, and metrics are tightly aligned with Sales and Marketing to eliminate handoff friction and ensure a unified customer experience.
• Segmentation & Engagement Model:
  Define and operationalize high-touch, hybrid, and tech-touch engagement strategies by customer segment to enable efficient scale.
• Closed-Loop Feedback Systems:
  Establish structured feedback loops between Customers, Product, Sales, and Marketing to influence roadmap prioritization, messaging, and GTM execution.

• Experience:
  
  10+ years of progressive leadership experience in Strategy, Business Operations (Biz Ops), Revenue Operations (Rev Ops), Customer Success Operations, or Management Consulting within a high-growth B2B SaaS, AI, cloud, or enterprise software environment.
• Operating Model Expertise:
  Demonstrated ability to design and scale customer operating models, governance frameworks, and execution playbooks across complex, global organizations.
• Systems & Data Fluency:
  Strong command of CRM, Customer Success, and analytics platforms;…