Director, Business Operations - Customer Success

Role 

We are looking for a Director, Business Operations, Customer Success to join our team. This is a Remote role reporting to the Sr. Director, Strategy & Operations.. This role is critical to supporting the global Customer Success organization, with a primary focus on Customer Support, Technical Success, and Professional Services. You will help stand up and lead a newly created Business Operations function, establishing the operating model, team responsibilities, and business rhythms needed to support a growing post-sales organization. In this role, you will drive operational rigor across resource management, P&L management, planning, intake and prioritization, and executive business reviews, while partnering closely with Customer Success leadership and cross-functional stakeholders.

What you’ll do (Role Expectations)

• Establish and lead the Business Operations function for Customer Success, defining clear roles, responsibilities, and operating mechanisms to support Support, Technical Success, and Professional Services
• Own and evolve the operating cadence for the business, including Monthly Business Reviews, Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), and executive performance reviews
• Partner with Finance and Customer Success leadership to streamline resource management, capacity planning, investment prioritization, and P&L management across the post-sales organization
• Drive headcount planning, budget visibility, and investment tracking to help leaders make sound, data-driven business decisions
• Build and operationalize key KPIs, dashboards, and performance insights that provide visibility into business health, team performance, and operational efficiency in partnership with cross-functional teams

Who You Are (Success Profile)

• You thrive in ambiguity and are comfortable building the path as you walk it in a dynamic environment, seeing ambiguity as the raw material to build something meaningful.
• You act like an owner with a passion for the mission that fuels your bias for action, operating with integrity and balancing strategic leadership with practical execution.
• You are a problem-solver who runs toward challenges and is energized by building structure, discipline, and solutions where they do not yet exist.
• You are a learner with a growth mindset, actively seeking feedback and continuously improving yourself, your team, and the way the business operates.
• You are a high-trust collaborator who builds strong partnerships through clarity, candor, and follow-through.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• 8+ years of experience in Business Operations within post-sales functions such as Professional Services, Customer Success, or Customer Support
• Experience leading teams and developing high-performing individuals in operational or business management environments
• Experience building a new function, operating model, or business process in a growing or evolving organization
• Strong experience with planning, resource management, P&L management, KPI development, executive reviews, and operating cadences
• Strong understanding of the customer journey and the operational needs of post-sales organizations in a high-growth B2B SaaS or technology environment

What Will Make You Stand Out (Preferred Qualifications)

• Experience applying AI, automation, or advanced analytics to improve operational efficiency, business visibility, and customer outcomes within post-sales organizations
• Experience partnering closely with Finance on budget management, headcount planning, and business performance reviews
• Experience establishing or scaling monthly business reviews, QBRs, and AOP processes across multiple post-sales functions

#LI-remote #LI-NH1

Role 

We are looking for a Director, Business Operations, Customer Success to join our team. This is a Remote role reporting to the Sr. Director, Strategy & Operations.. This role is critical to supporting the global Customer Success organization, with a primary focus on Customer Support, Technical Success, and Professional Services. You will help stand up and lead a newly created Business Operations function, establishing the operating model, team responsibilities, and business rhythms needed to support a growing post-sales organization. In this role, you will drive operational rigor across resource management, P&L management, planning, intake and prioritization, and executive business reviews, while partnering closely with Customer Success leadership and cross-functional stakeholders.

What you’ll do (Role Expectations)

• Establish and lead the Business Operations function for Customer Success, defining clear roles, responsibilities, and operating mechanisms to support Support, Technical Success, and Professional Services
• Own and evolve the operating cadence for the business, including Monthly Business Reviews, Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), and executive performance reviews
• Partner with Finance and Customer Success leadership to streamline resource management, capacity planning, investment prioritization, and P&L management across the post-sales organization
• Drive headcount planning, budget visibility, and investment tracking to help leaders make sound, data-driven business decisions
• Build and operationalize key KPIs, dashboards, and performance insights that provide visibility into business health, team performance, and operational efficiency in partnership with cross-functional teams

Who You Are (Success Profile)

• You thrive in ambiguity and are comfortable building the path as you walk it in a dynamic environment, seeing ambiguity as the raw material to build something meaningful.
• You act like an owner with a passion for the mission that fuels your bias for action, operating with integrity and balancing strategic leadership with practical execution.
• You are a problem-solver who runs toward challenges and is energized by building structure, discipline, and solutions where they do not yet exist.
• You are a learner with a growth mindset, actively seeking feedback and continuously improving yourself, your team, and the way the business operates.
• You are a high-trust collaborator who builds strong partnerships through clarity, candor, and follow-through.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• 8+ years of experience in Business Operations within post-sales functions such as Professional Services, Customer Success, or Customer Support
• Experience leading teams and developing high-performing individuals in operational or business management environments
• Experience building a new function, operating model, or business process in a growing or evolving organization
• Strong experience with planning, resource management, P&L management, KPI development, executive reviews, and operating cadences
• Strong understanding of the customer journey and the operational needs of post-sales organizations in a high-growth B2B SaaS or technology environment

What Will Make You Stand Out (Preferred Qualifications)

• Experience applying AI, automation, or advanced analytics to improve operational efficiency, business visibility, and customer outcomes within post-sales organizations
• Experience partnering closely with Finance on budget management, headcount planning, and business performance reviews
• Experience establishing or scaling monthly business reviews, QBRs, and AOP processes across multiple post-sales functions

#LI-remote #LI-NH1