Director, Customer Success Strategy and Operations
Core
Own the operating rhythm of the global post-sales organization (Customer Success, Professional Services, Support & Moderation) to drive renewal forecasting, retention modeling, and process architecture.
Role type
Director, Post-Sales Operations (Player/Coach)
Builds
Global post-sales operating model, predictive retention models, and AI-native operational workflows
Domain
B2B SaaS (AI Video Platform)
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Renewal forecasting, health-score modeling, post-sales process architecture, capacity planning, CRM data governance, team leadership, AI/automation integration
Preferred skills
Experience with Support or Professional Services delivery, multi-region team management, public-company rigor in post-sales
Technologies
Salesforce, Gainsight, Planhat
Responsibilities
Own renewal forecast methodology and variance analysis; build predictive GRR/NRR retention models; design customer lifecycle processes and handoffs; plan capacity and resource deployment across post-sales teams; set CRM and CS-platform data quality standards; partner with field leaders and GTM Engineering/Data teams; lead and coach a team of senior operators
Seniority
Director, hands-on IC with people management