This job has closed.

Delinea · 1 day ago

Director of Customer Operations

United States

Full-time

Remote

Director/Executive

10+ years exp

Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization. The Director of Customer Operations is responsible for shaping and executing the strategic vision for customer experience, leading the Customer Operations team to enhance customer satisfaction and retention while fostering sustainable business growth.

Cloud SecurityComplianceCyber SecurityIdentity ManagementInformation TechnologyIT ManagementSecuritySoftware

Responsibilities

Lead, design and implement a proactive customer engagement and go-to-market strategy that aligns with the CCO’s priorities and Delinea’s growth objectives

Design and operationalize scalable customer journeys across adoption, renewals, expansion, customer satisfaction and advocacy

Own CS operational strategy including financial planning, forecasting (GRR, NRR, churn), capacity modeling, territory planning and comp plan design

Lead strategic transformation programs and organizational change initiatives

Own retention forecasting models and customer health scoring frameworks

Develop predictive models and segmentation strategies that optimize customer outcomes

Create executive dashboards and reporting for CS performance metrics

Drive advanced analytics to deliver executive insights

Lead Gainsight platform optimization including automation, playbooks, and workflows

Evaluate and deploy tools that enhance CSM productivity and deliver proactive customer insights

Champion process automation and data governance excellence across CX operations

Drive innovation in customer journey design and lifecycle management

Lead Customer Operations team, fostering culture of innovation, accountability, growth, and impact

Partner with the Customer Marketing and Marketing Operations teams to optimize the customer communications processes and tracking

Co-ordinate with the Enablement team on CX team enablement, including materials, data and coordination of training to help the team work more effectively

Partner across Sales, Product, Marketing, Enablement, Commissions, Systems, Finance, Legal, and Channel to align customer initiatives

Manage executive communications, business reviews, and executive-level CS reporting

Qualification

B2B SaaS operationsCustomer successCS metricsGainsightData visualizationJourney mappingHealth scoringSegmentation strategiesAnalytical skillsMulti-taskingCross-functional leadershipTeam managementCommunication skillsProblem solving

Required

10+ years of experience in B2B SaaS operations or customer success—preferably in a scaling or enterprise environment

Deep fluency in CS metrics, journey mapping, health scoring, and segmentation strategies

Strong analytical and data visualization skills (Excel, SQL, BI tools like PowerBi)

Proven ability to lead cross-functional initiatives and translate vision into execution

Experience managing and mentoring a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics

Experience with Gainsight, Salesforce, CPQ, or customer lifecycle tools

Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions

Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment

Excellent verbal and written communication skills