Sr. Director, Strategy & Operations - Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Director, Strategy & Operations - Customer Success based in the United States.

This senior leadership role will shape strategy, operating discipline, and execution across a global Customer Success organization. You will lead strategic planning, business operations, services portfolio management, new product introduction, and vendor management. The role combines high-level strategy with hands-on execution in a fast-growing B2B SaaS environment. You will partner with senior leaders across Customer Success, Sales, Finance, Product, IT, and Engineering to drive alignment and scalable growth. A key focus will be using AI, automation, and data-driven insights to improve productivity, decision-making, and customer outcomes. This is an opportunity to build operating models, strengthen organizational performance, and influence a business operating at the forefront of enterprise technology.

Accountabilities:: Lead Strategy and Delivery Operations across Customer Success, covering business operations, services portfolio management, new product introduction, and vendor management.

Establish strong operational rigor through quarterly business reviews, annual operating planning, executive performance reviews, business cadences, KPI management, and performance reporting.

Partner with Finance and Customer Success leadership on workforce planning, capacity planning, resource allocation, and investment prioritization to support scalable growth.

Identify and implement opportunities to leverage AI, automation, advanced analytics, and intelligent workflows to improve operational efficiency, decision-making, team productivity, and customer experience.

Drive cross-functional alignment with Sales, Product, Finance, IT, Engineering, and other business functions, ensuring Customer Success priorities are represented and effectively executed.

Build and lead high-performing teams, including senior individual contributors and people managers, while establishing clear expectations, accountability, and development opportunities.

Translate strategic priorities into actionable operating plans and ensure consistent execution across a complex, global organization.

Identify operational challenges and opportunities, develop practical solutions, and drive initiatives from strategy through implementation and measurable business impact.

Foster a culture of ownership, collaboration, continuous learning, transparency, and high-quality execution in an environment characterized by rapid growth and evolving priorities.

Requirements:

Experience in Strategy & Operations, Business Operations, Customer Success Operations, or a comparable operational leadership function within a complex organization.

Demonstrated experience partnering closely with Customer Success, Customer Support, Technical Success, Professional Services, or related customer-facing organizations.

Proven experience leading and developing high-performing teams, including senior individual contributors and people managers.

Strong track record driving business planning, operating cadences, KPI development, performance management, resource planning, and cross-functional execution.

Experience working in a high-growth B2B SaaS or technology environment, with the ability to operate effectively at both strategic and execution levels.

Demonstrated curiosity and hands-on exploration of AI tools, with experience applying emerging technologies to improve workflows, solve business problems, generate insights, or increase organizational productivity.

Strong strategic thinking and problem-solving skills, with the ability to navigate ambiguity, identify opportunities, and create structure where none exists.

High ownership and bias toward action, with the judgment to move seamlessly between executive-level strategy and detailed execution.

Excellent communication, influencing, collaboration, and stakeholder-management skills, with the ability to build trust across functions and organizational levels.

A growth mindset, strong learning orientation, and openness to feedback, paired with integrity, accountability, and a customer-focused approach.

Benefits:

Base salary range of $203,000–$290,000 USD , depending on role, level, experience, skills, education, training, and location.

Potential eligibility for additional compensation, including bonus and/or equity, where applicable.

Comprehensive health benefits with various medical plan options.

Paid time off programs covering vacation and sick time.

Parental leave options.

Retirement savings options.

Education reimbursement opportunities.

Additional employee perks and in-office benefits.

Remote work flexibility.

Inclusive workplace culture focused on collaboration, belonging, and diverse perspectives.

Support for reasonable accommodations throughout the recruiting process.

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.     #LI-CL1