Remote Director Customer Success Operations

Summary

Join Grammarly's Revenue Operations team as a Director, Customer Success Operations to set the vision for our first Customer Success Operations team, drive organizational design and hiring, and outline key technology deployments, operational processes, and reporting to drive maximum productivity and success for each team.

Requirements

• Has 10+ years of experience in go-to-market operations (Sales, Customer Success, Services, and/or Support)
• Has 5+ years as a people leader, preferably managing Customer Success
• Has 5+ years of B2B SaaS experience along with strong knowledge and experience with SaaS business models, industry metrics, and best practices in managing customer lifecycle
• Has experience in business planning, territory assignments, quota development, and reporting
• Has strong analytical skills and the ability to convey findings through data
• Has the ability to collaborate with senior stakeholders and present to senior executive audiences
• Has previous experience at a company with a product-led growth strategy is ideal but not required
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust
• Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based

Responsibilities

• Develop a strategy for an integrated technology infrastructure that creates a 360-degree view of customers to bring visibility, insights, and actions to all customer-facing teams
• Evaluate go-to-market strategies and refine account coverage models for optimal performance, measured by customer logo and seat retention, revenue retention, and growth
• Define the roles and responsibilities within and across cross-functional teams to ensure clear swimlanes and workstreams through RASCI models and ongoing collaboration
• Collaborate with Sales Operations, GTM Systems, Analytics, Product, and Finance to capture and align customer subscription data and recurring revenue for financial reporting and annual operating plans
• Collaborate with Sales Operations to ensure consistency in data management, pipeline management, forecasting, and reporting
• Establish a core set of KPIs for all teams to assess the operational effectiveness of each team
• Lead the process for determining and executing operational roadmaps to support the Customer Organization
• Own territory assignments and quota development for Customer Success
• In partnership with Customer Success leadership, create a customer health score strategy and playbooks, including automation and a digital success motion

Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and unlimited sick days
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities