Senior Director, Customer & Partner Operations

What you'll do

• Own and drive the operational cadence for the Customer organization, including QBRs, pipeline reviews, and forecast calls.
• Design and continuously improve operational processes governing customer onboarding, health scoring, and partner engagement.
• Build and maintain reporting infrastructure to provide real-time visibility into key metrics like retention, expansion, and NPS.
• Serve as a liaison between the Customer Operations team and IT for tooling priorities and platform requirements.
• Lead cross-functional working teams to remove friction points across the customer journey and drive resolution.
• Develop and lead a high-performing operations team, including analysts and program managers.

What we're looking for

• Over 12 years of experience in Sales Operations, Revenue Operations, or Customer Success Operations within a high-growth enterprise software company
• Direct executive ownership of strategy, planning, analytics, and operations for Customer, Services, and Partner functions
• Strong analytical skills with proficiency in translating complex data into executive narratives using tools like Salesforce, Gainsight, Tableau
• Track record of building scalable processes and driving cross-functional alignment without direct authority
• Experience influencing at the C-level or SVP level and navigating high-growth environments
• Demonstrated ability to build trust quickly and navigate ambiguity in fast-changing settings