This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Journey Operations in United States.
This role is a senior operational leadership position focused on optimizing and scaling the end-to-end customer journey within a fast-growing, high-performance SaaS environment. The Director will design and drive the operational backbone of the Customer Success and Customer Solutions organization, ensuring processes, systems, and data work together to deliver predictable outcomes across the customer lifecycle. This includes improving onboarding, adoption, retention, and expansion through structured, data-driven execution. Acting as a key strategic partner to senior leadership, this role translates vision into actionable operating models that improve efficiency and customer value. It requires strong cross-functional collaboration with RevOps, Product, Finance, and GTM teams to ensure alignment and continuity. This is a highly visible role with direct impact on customer experience, revenue performance, and long-term business scalability.
Accountabilities:- Lead the design and execution of customer journey operations strategies that improve retention, expansion, customer health, and overall lifecycle performance.
- Translate strategic Customer Success objectives into clear operational plans with defined KPIs, ownership structures, and measurable outcomes.
- Build and optimize scalable processes across onboarding, adoption, renewal, risk management, and expansion workflows.
- Develop and maintain standardized operating procedures, governance models, and playbooks to ensure consistency across teams.
- Own Customer Success operations systems and tools, ensuring effective use of platforms such as CRM, customer success software, and automation tools.
- Design and maintain dashboards and reporting frameworks to track customer health, churn risk, revenue expansion, and performance metrics.
- Partner with cross-functional teams including RevOps, Product, Finance, Sales, and Support to ensure alignment across the customer lifecycle.
- Lead or support system implementations, integrations, and automation initiatives to improve operational efficiency and scalability.
- Drive change management and adoption of new processes, tools, and workflows across customer-facing teams.
- Support leadership in identifying operational gaps and opportunities for continuous improvement across the customer journey.
Requirements:
- 10+ years of experience in customer success operations, revenue operations, or go-to-market operations within a B2B SaaS environment.
- At least 3–5 years of leadership experience managing teams or large-scale operational programs.
- Strong experience working with CRM and customer success platforms such as Salesforce and Gainsight, along with BI and reporting tools.
- Proven ability to design and scale customer lifecycle processes that improve retention, expansion, and time-to-value.
- Strong analytical skills with the ability to translate data into actionable insights and operational improvements.
- Experience influencing senior stakeholders and acting as a trusted advisor without formal authority.
- Excellent cross-functional collaboration skills with a track record of driving alignment across complex organizations.
- Strong communication skills, with the ability to simplify complex operational concepts for diverse audiences.
- Ability to balance strategic thinking with hands-on execution in a fast-paced, high-growth environment.
- Experience in change management and operational transformation initiatives is highly valued.
Benefits:
- Competitive base salary between $170,000 and $200,000, plus equity opportunities.
- Flexible PTO policy with 11 company holidays.
- Fully covered medical, dental, and vision insurance with HSA contribution.
- 12 weeks of fully paid parental leave, plus additional recovery leave for birthing parents.
- Fertility, adoption, and family-building support with significant lifetime benefits.
- Mental health support through comprehensive wellness programs and therapy access.
- Caregiver support resources for employees managing family responsibilities.
- Remote work support including monthly WFH stipend and home office setup allowance.
- Productivity stipend for learning and wellness platforms.
- Employee Resource Groups fostering inclusion and community.
- Access to equity tax advisory sessions and financial planning support.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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