Director of RevOps (CX Ops)

Accountabilities

• • Own the operational backbone for Customer Success, Professional Services, Support, and Renewals, developing scalable systems that streamline onboarding, health scoring, escalations, capacity planning, services delivery, and renewal processes.
  • Build analyses that identify churn risks, expansion opportunities, services performance, support efficiency, and other key customer experience indicators, then translate findings into meaningful process and systems improvements.
  • Establish and maintain operational infrastructure for the partner ecosystem, including partner onboarding, deal registration, co-sell tracking, partner-sourced pipeline reporting, certifications, delivery quality, churn, and partner satisfaction.
  • Provide partner leadership with clear reporting and analysis on partner performance, program effectiveness, and return on investment.
  • Support Sales Operations through pipeline hygiene, forecasting processes, CRM workflows, and operational problem-solving.
  • Partner with sales and revenue leadership to produce analyses that inform go-to-market decisions and improve operational performance.
  • Design durable, scalable business systems rather than short-term solutions, ensuring investments are prioritized according to measurable business value.
  • Ensure operational systems capture the data required to understand and continuously improve the processes they support.
  • Use AI tools to accelerate systems design, administration, integrations, analytics, and other work that traditionally requires dedicated operations or systems resources.
  • Build AI-powered analytical tools and self-service reporting capabilities that enable leaders to answer business questions independently and make faster, data-informed decisions.
  • Continuously evaluate opportunities to replace manual processes with AI or automation while applying sound judgment about where human involvement remains necessary.
  • Run analyses that directly influence how the organization operates, construct business cases for process and systems investments, and clearly communicate the business implications of findings.
  • Collaborate closely with Customer Success, Sales, Partnerships, Marketing, Professional Services, Support, and other cross-functional teams in a fast-paced global environment.

  Requirements

  • 10+ years of experience in operational roles within SaaS companies.
  • 5+ years supporting Customer Success, Professional Services, Support, Renewals, or closely related customer-facing functions.
  • Demonstrated experience designing, implementing, and scaling business systems such as CRM, customer success, support, billing, and renewal platforms.
  • Experience with platforms such as Salesforce, HubSpot, Gainsight, or comparable enterprise systems.
  • Proven ability to conduct business analysis that leads directly to process improvements, systems changes, and measurable business outcomes.
  • Demonstrated, hands-on use of AI to increase productivity in systems operations, analytics, automation, or internal tool development, with the ability to demonstrate practical examples of what you have built.
  • Strong ability to operate as a senior individual contributor, taking broad ownership of operations while using AI and technology to extend your capabilities.
  • Ability to translate complex operational and systems initiatives into measurable business value and compelling business cases.
  • Strong analytical, strategic thinking, and problem-solving skills, with the ability to connect data to operational decisions.
  • Exceptional organization, time management, prioritization, and stakeholder alignment skills.
  • Strong communication skills and the ability to collaborate effectively across distributed, global teams.
  • Bachelor’s degree or equivalent professional experience.
  • Professional fluency in written and spoken English.
  • Ability to legally work in the United States.

  Benefits

  • Remote position available within the United States.
  • Opportunity to operate as a high-impact senior individual contributor with broad ownership across Revenue Operations.
  • Work at the intersection of AI, systems, data, customer experience, partnerships, and go-to-market operations.
  • Opportunity to build scalable operational infrastructure rather than maintaining fragmented or short-term solutions.
  • Exposure to cross-functional leadership across Customer Success, Sales, Partnerships, Marketing, Professional Services, and Support.
  • Opportunity to develop AI-powered tools and self-service analytics that directly influence business decision-making.
  • Fast-paced environment with significant scope for ownership, experimentation, and operational innovation.
  • Global, distributed team environment emphasizing collaboration, growth, integrity, and continuous learning.