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Seismic · 1 day ago

Senior Director, Customer Success Operations

United States

Full-time

Remote

Director/Executive

10+ years exp

Seismic is the global leader in AI-powered enablement, and they are seeking a Senior Director of Customer Success Operations to drive scale and predictable outcomes across their Customer Success engine. This role involves defining operational strategies, building systems for net revenue retention, and leading a high-performing global CS operations team.

AnalyticsArtificial Intelligence (AI)Enterprise SoftwareMarketing AutomationSales AutomationSales EnablementSoftware

Responsibilities

Define and operationalize the global Customer Success operations strategy across all post‑sales motions to align with corporate growth objectives and the broader Revenue Operations roadmap

Build and maintain the operating system for net revenue retention by designing lifecycle frameworks, health scoring models, and standardized success plans

Architect scalable processes, systems, and tooling that enable efficient execution, data-driven decision-making, and global team productivity

Partner cross-functionally with Sales, Services, Product, Marketing, Support, and Finance to align handoffs, coverage models, and performance expectations across the customer lifecycle

Lead Customer Success planning and forecasting, including headcount, capacity, segmentation, and revenue predictability in partnership with Finance and GTM leadership

Own KPI frameworks, dashboards, and performance rhythms that surface actionable insights and drive measurable improvements in adoption, retention, and expansion

Operationalize renewal and expansion workflows, rules of engagement, and coverage models to balance customer experience with commercial outcomes

Drive the build-out of digital and scaled Customer Success motions through segmentation, play design, automation triggers, and performance measurement

Ensure data governance, hygiene, and standardization across CS systems of record to maintain accurate, trusted, and actionable customer data

Translate customer insights and adoption trends into prioritized programs, product feedback loops, and roadmap inputs in partnership with Customer Marketing and Product

Develop and lead a high-performing global CS operations team that embodies execution excellence, accountability, and continuous improvement

Qualification

Customer Success OperationsRevenue OperationsB2B SaaS experienceSalesforceGainsightBI toolsAnalytical skillsChange leadershipExecutive presenceStrategic acumenTeam leadership

Required

10+ years of experience in Customer Success Operations, Revenue Operations, or GTM Operations roles, including 5+ years in senior leadership within high-growth B2B SaaS

Proven track record of scaling CS operations and driving measurable improvements in NRR, GRR, adoption, and renewal performance across global or multi-regional markets

Deep expertise with Salesforce, modern CS platforms (e.g., Gainsight), BI tools, and enterprise-grade GTM tech stacks

Excel at architecting complex, scalable processes and translating strategy into clear requirements, roadmaps, and operational playbooks

Exceptional analytical and strategic acumen with the ability to convert complex data into clear narratives, decisions, and actions

Strong executive presence and the ability to influence, challenge, and align C‑level and VP‑level leaders across functions

Change leadership experience with a history of driving adoption of new systems, processes, and operating standards

Bachelor's degree (required)