Director, Customer Success Operations & Strategy

About Our ClientOur client is a transparency company providing the public and private sectors with immediate visibility into complex commercial relationships by delivering the largest commercially available collection of corporate and trade data as a dynamic model of global ownership and trade activity. Its solutions harness this model to enable risk resilience, complex investigations, and clear-eyed business decisions. The company is headquartered in Washington, D. C. , and its solutions are used by thousands of frontline analysts in over 35 countries.

The company culture is defined by a dedication to its mission of using open data to enhance visibility into global commercial and financial networks, a passion for finding novel approaches to complex problems, and an understanding that diverse perspectives create optimal outcomes. It embraces cross-team collaboration, encourages training and learning opportunities, and rewards initiative and innovation. If you like working with supportive, high-performing, and curious teams, this is the place for you.

About The RoleAs Director of Customer Success Operations & Strategy, you will lead the design and execution of a scalable operating model for the global post-sale teams—including CS, Support, and Professional Services. Your mandate is to ensure that every customer touchpoint is aligned, actionable, and contributes to value realization and retention. You’ll be responsible for customer journey mapping, end-to-end retention forecasting, and driving automation and process excellence via platforms like Gainsight and Salesforce.

You 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 ResponsibilitiesDesign and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, and renewal—then translate that journey into system workflows, lifecycle metrics, and team accountabilityBuild and continuously improve retention forecasting models and renewal process infrastructure to enable accurate risk tracking and proactive CS actionOwn Gainsight configuration and automation, including health scoring, playbooks, timeline cadences, and rule-based triggers to support scalable CSM workflowsEvaluate and deploy AI-based tools that enhance CSM productivity, deliver proactive insights, and streamline customer engagementLead the development of CSM coverage models, capacity planning, and segmentation strategies across post-sale functionsPartner with GMs, Product, and CS leadership to align journey stages with customer value delivery and product engagementDefine and track KPIs across the customer lifecycle, delivering dashboards and executive reporting on GRR, NRR, churn, usage, and retention riskDrive coordination across cross-functional partners—Finance, Sales, Systems, Product, Support—to ensure alignment across teams and toolsRequired Skills & Experience8+ years in Customer Success Operations, Revenue Operations, or GTM strategy in a high-growth SaaS environmentDemonstrated experience designing and embedding customer journeys within CS systems and processesStrong expertise in Gainsight, Salesforce, and journey-based lifecycle modelingDeep knowledge of retention forecasting, renewals infrastructure, and post-sale performance metricsExperience with AI tools that support CS workflow automation and proactive risk identificationStrategic thinker with hands-on ability to build dashboards, automate playbooks, and improve workflowsProven ability to collaborate cross-functionally and influence at senior levelsPreferred Skills & ExperienceExperience in B2B SaaS with complex or data-rich productsExperience in US Federal and international government marketsFamiliarity with DealHub, Gong, Outreach, Hubspot, Zoominfo, LeanDataProven playbook in customer journey design, service blueprints, and lifecycle opsBenefits:

· 100% fully paid medical, vision, and dental for employees and their dependents· Generous time off; the company observes all US federal holidays, closes its office for a winter break (12/24-12/31), in addition to granting 18 PTO days and 10 sick days· Outstanding compensation package; competitive commissions for revenue roles and quarterly bonuses for non-revenue positions· A strong commitment to diversity, equity, and inclusion· Eligibility to participate in additional benefits such as 401k match up to 5%, 100% paid life insurance (up to $100,000 coverage),, and parental leave· A collaborative and positive culture - your team will be as smart and driven as you· Limitless growth and learning opportunitiesNote:

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