Director, Customer Success Operations & Strategy

Lead the design and execution of a scalable operating model for global post-sale teams—including CS, Support, and Professional Services. Accountable for ensuring that every customer touchpoint is aligned, actionable, and contributes to value realization and retention. Responsible for customer journey mapping, end-to-end retention forecasting, and driving automation and process excellence via platforms like Gainsight and Salesforce. Will also bring a forward-leaning perspective on the use of AI tools and workflow technologies to increase CSM productivity, reduce churn risk, and optimize the customer lifecycle. This role requires both systems-level thinking and hands-on execution, with high collaboration across GMs, Product, RevOps, and Finance. Job Responsibilities include design and operationalize the end-to-end customer journey, build and continuously improve retention forecasting models, own Gainsight configuration and automation, evaluate and deploy AI-based tools, lead the development of CSM coverage models, partner with GMs, Product, and CS leadership to align journey stages with customer value delivery and product engagement, define and track KPIs across the customer lifecycle and drive coordination across cross-functional partners.