Director, Customer Success Data Strategy & Operations

The Role 

We are looking for a Director, CS Data Strategy & Operations to join the Customer Office organization (Professional Services, Customer Success, Training, Managed Services, Support, and Renewals).  This seasoned leader will have extensive experience in B2B SaaS, Services and Customer Success and will be responsible for building and leading the Data Strategy, Tools and Operations capability.  The role requires a highly strategic thinker with a bias for action, a strong technical acumen and a passion for big data, inter-connected systems, and automation.  The individual will play a critical role in shaping the Customer Success data strategy and fueling our transformation toward an automated, scalable motion. 

The Director, CS Data Strategy & Operations will: 

Define the strategy, gain executive and cross-functional buy-in, and lead the execution for top-priority, new data-driven capabilities such as Customer 360, health scoring, product adoption analytics, churn (Early Warning System) & growth prediction, AI Agents, Digital CS, and advanced contact management. 
 

Oversee the roadmap and existing portfolio of product telemetry diagnostic tools (aka health checks), used by numerous pre and post-sales teams.  
 

Partner with Product, Engineering and Enterprise Applications to ensure that the right data pipeline and data transformations are in place to power the capabilities described above. 

This individual will act as the leader and subject matter expert for all things data within Customer Success, leading the strategy and execution across the data lifecycle - requirements, ingestion, transformation, and activation into business workflows.  This is a business role first - technical knowledge is a plus, but emphasis is on driving data strategy and leading programs to unlock powerful insights and embed them into high-touch and digital motions. 

This is a people manager role, reporting to Senior Director, CS Strategy & Operations. 

Your Responsibilities 

Strategic Programs 

• Develop and evolve the comprehensive data strategy and maturity model to power Customer Success automation. 

• Define the strategy, scope and lead the execution to launch data capabilities that will power Customer 360, health scoring, churn & growth prediction, Digital CS and more 

• Partner closely with CS subject matter experts on data requirements and business logic. 

• Drive alignment across Product, Engineering, and BI teams to ensure CS needs are prioritized and built into the roadmap. 

• Oversee multiple concurrent workstreams across initiatives and product areas, ensuring milestones are delivered on time. 

• Once launched, define a framework to maintain the “data offering” and ensure continued usage across systems and advanced AI tools 

• Act as the CS subject matter expert for customer data and telemetry, advising leadership on opportunities to leverage data for scale. 

Data Tooling 

• Oversee a portfolio of stand-alone product telemetry diagnostic tools (aka “health checks”) 

• Define the roadmap and prioritization for health check enhancements and new health check tools 

• Partner with CS leadership and CS product experts to develop new types of health checks for new audiences (e.g, CISO) 

• Lead a small team to ensure on-time, high quality delivery for all enhancements 

Data Operations 

• Work with Engineering and Enterprise Applications to ensure that required data is ingested and properly transformed in the data warehouse for use by recipient CS programs and tools (e.g., digital campaigns, early warning signals, AI agents) 

• Ensure cross-functional alignment on the overall data model, so stakeholders understand data sources and frequency of updates feeding data-rich capabilities such as enterprise AI 

• Put in place operational processes to ensure data integrity 

What you bring to the team 

• Bachelor’s degree in Business, Data Analytics, or related field; MBA preferred. 

• 15+ years of experience at the intersection of strategy and execution, business and technology 

• Management consulting experience strongly preferred 

• A bias for action and ability to mobilize complex initiatives with minimal direction 

• 8+ years of experience within SaaS, focused on strategy & operations in Services & Customer Success 

• Strong executive presence and proven track record mobilizing and leading programs end to end 

• Strong communication and presentation skills, with the ability to translate complex data topics into clear business insights. 

• Experience with harnessing data to drive accurately targeted and timed customer engagement at scale 

• Experience with launching and managing capabilities / data / offerings for customer-facing teams 

• Ability to start with a blank piece of paper and thrive in a high-growth, fast-paced, dynamic environment