Customer Success Field Operations Director
Core
Strategic advisor and operational partner to senior Customer Success leaders, driving alignment, retention, renewal, and expansion performance.
Role type
Senior leadership Customer Success Operations Director
Builds
Post-sales Revenue organization operating model and processes
Domain
SaaS / B2B / Cloud platform
Deliverable
dashboards & analysis
Required skills
Revenue Operations leadership, post-sales customer lifecycle management, renewal forecasting, retention planning, capacity planning, stakeholder influence, business acumen, project management, data analytics
Preferred skills
SaaS/HCM industry experience, Salesforce/Clari/Gainsight/Tableau proficiency, MBA/CPA
Technologies
Salesforce, Clari, Microsoft Excel, Gainsight, Tableau
Responsibilities
Implement Coupa Revenue Operating Model, lead renewal forecasting and at-risk account cadences, drive book-of-business segmentation and capacity planning, establish best practices for reporting and revenue process optimization, oversee creation and distribution of retention/renewal metrics, partner with Finance/RevOps on forecasting reconciliation, enhance business operations processes for field engagement and change management.
Seniority
Director, strategic leadership