Sr Director, Business Operations

As the Senior Director, Business Operations for Customer Success, you will serve as a strategic advisor, thought partner, and operational leader, driving efficiency, alignment, and execution across the Customer Success (CS) organization. This role is critical in shaping our customer engagement strategies, optimizing internal processes, and ensuring cross-functional collaboration with Sales, Product, Marketing, and Finance.

You will work closely with senior leadership to develop and execute key initiatives, manage business planning and reporting, and help scale the impact of the CS team. The ideal candidate is a data-driven, results-oriented leader with strong business acumen, operational expertise, and the ability to navigate complex organizational dynamics.

• Partner with the VP, Customer Success to develop and execute the CS strategy, aligning it with overall company goals.
• Drive annual and quarterly business planning, including goal setting, KPI tracking, and performance measurement.
• Lead strategic initiatives to improve customer retention, growth, and experience

• Develop and enhance operational frameworks, processes, and tools to drive efficiency and scalability.
• Establish and track key business metrics (e.g., retention, churn, CLV, ARPU, renewal impact) and provide data-driven insights to guide decision-making.
• Collaborate with Finance to optimize data reporting, forecasting, and analytics.

• Act as a bridge between CS and other departments (Sales, Product, Marketing, Finance) to ensure alignment on key initiatives.
• Drive communication and accountability across teams to streamline execution and deliver impact.
• Prepare leadership reports, presentations, and board materials, ensuring clear storytelling and data-backed insights.

• Lead high-impact projects and strategic initiatives across the CS organization.
• Drive transformation efforts, ensuring seamless adoption of new tools, processes, and best practices.
• Identify opportunities for automation, technology investments, and process improvements to increase efficiency.

• Serve as a trusted advisor to the Customer Success Leadership team, providing thought leadership and operational support.
• Drive alignment and execution of leadership priorities, managing risks and dependencies.
• Support organizational design, headcount planning, and budget management.

• 12+ years of experience in business operations, strategy, customer success, consulting, or a related field.
• Experience leading operational strategy within a customer-centric organization.
• Strong analytical and problem-solving skills, with experience leveraging data to drive business decisions.
• Excellent communication, presentation, and storytelling abilities, especially in executive-level discussions.
• Proven ability to lead complex, cross-functional initiatives with multiple stakeholders.
• High adaptability, ability to thrive in a fast-paced, evolving environment.