Icertis · 1 day ago
Senior Director - Customer, Partner & Delivery Operations
United States
Full-time
Remote
Director/Executive
$195K/yr - $203K/yr
12+ years expIcertis is the global leader in AI-powered contract intelligence, and they are seeking a Senior Director of Customer, Partner & Delivery Operations to optimize the operating systems that underpin Customer Experience, Consulting, and Partner delivery. This role is responsible for ensuring high-quality customer outcomes through effective operational infrastructure and governance.
Artificial Intelligence (AI)Cloud Data ServicesCRMProcurementSaaS
Responsibilities
Own the operational framework supporting services and partner presales, including intake models, scoping standards, handoff governance, and readiness criteria. Partner with Sales, Customer Success, and Consulting leadership to ensure consistent deal qualification and expectation-setting
Own global resource planning and capacity management models across Consulting, Solution Architecture, and Partner delivery ecosystems. Design forecasting and prioritization mechanisms to support growth and skill coverage
Establish and govern delivery excellence standards, including methodologies, playbooks, accelerators, and reusable consulting assets. Drive continuous improvement through quality metrics and retrospectives
Own the partner delivery operating model in partnership with Global Alliances team, including consulting partner onboarding, certification requirements, quality standards, and performance governance. Ensure delivery consistency and accountability across the partner ecosystem
Own end-to-end enablement and certification strategies across Customer Success, Consulting, and Partner audiences, including role-based learning paths and recertification cadence
Serve as executive owner for Gainsight and Rocketlane, ensuring platform adoption, data quality, and alignment to scalable customer journeys
Own customer-facing analytics, health scoring models, predictive risk indicators, and executive dashboards to support proactive engagement
Design and operationalize digital and low-touch customer success motions, including segmentation, automated journeys, and performance metrics
Qualification
Required
12–15+ years of experience in Customer Operations, Services Operations, Partner Operations, or Post-Sale Strategy within enterprise SaaS
Strong domain knowledge in enterprise platforms such as CLM, procurement, ERP, or CRM
Deep experience with Gainsight, Rocketlane, or similar Customer Success and Delivery PSA platforms
Exceptional analytical, systems-thinking, and executive communication skills
Benefits
Robust medical, dental, vision, and mental health benefits.
Employee Assistance Program (EAP).
Equity (RSUs) and shared ownership in the company.
Generous 401(k) match.
Flexible work environment.
Paid maternity and paternity leave.
Generous holiday and PTO program.
CaaS (Coaching as a Service).
Annual personal development allowance.
7 Days for Humanity – seven paid volunteer days annually.
Global and regional DEIB steering committees and employee resource groups (ERGs).
Global DEIB training programs and guest speakers throughout the year.
Company
Icertis
Icertis is an AI-powered contract management platform that ensures compliance and minimizes risk.
1001-5000 employees
H1B Sponsorship
Icertis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (4)
2023 (11)
2022 (18)
2021 (20)
2020 (10)
Funding
Current Stage
Late StageTotal Funding
$641.5MKey Investors
B CapitalSilicon Valley BankSAP
2025-07-01Debt Financing· $75M
2025-03-19Series Unknown· $50M
2023-03-01Secondary Market
Leadership Team
Anand Subbaraman
Chief Executive Officer
Monish Darda
Co-founder and CTO
Recent News
2025-12-27
Company data provided by crunchbase