Sr. Director, Field Operations - Customer Success

Job DescriptionThe Sr. Director of Field Operations – Customer Success is a critical role to deliver our next phase of growth. You will partner with the Chief Customer Officer spanning all areas of Customer operations including planning, forecasting, organizational design, KPI design, segmentation, process design & improvement, operating rhythm, customer journey, etc. This role is responsible for driving operational excellence and ensuring our customers receive the highest level of service. Your focus will be on optimizing the adoption, renewal, and expansion stages of the customer journey and ensure the Customer Success team has a strong “handshake” with Sales, Marketing, and other groups. You will report to the VP, Global Revenue Operations and work closely with the Chief Customer Officer, VP of Customer Success, VP of Renewals, VP of Services, VP of CS Strategy, and other stakeholders across Revenue Operations and the broader ecosystem such as Finance, IT, Legal, and HR.Collaborate with the Chief Customer Officer to develop and implement strategies for customer success, renewals, and services. This includes roles & responsibilities such as operationalizing outcomes, coverage model design, account tiering, intersection points and handoffs as part of the customer journey, etc.Apply analytics to inform budgeting and capacity planning.Establish reporting and analytics of key post-sale KPIs such as adoption metrics, implementation and onboarding, renewal rates, churn analysis, etc.Facilitate the Customer Success operating rhythm including annual planning, forecasting, and business reviews in partnership with Finance and Revenue Operations.Partner with CS leadership and finance to manage a margin-based services P&L with a focus on driving profitability.Create and implement cross-functional initiatives and processes such as outcome design and operationalization, value management processes, customer reference processes/programs, etc.Partner with IT in selecting, designing, and implementing new tools such as customer success platforms and customer reference platforms.Partner with other functions such as HR, Finance, Legal and various other teams at to assist in addressing issues, building plans, and delivering programs.Work with the Finance team regarding compensation plan designs and updatesQualifications12+ years of experience in operational roles relating to Customer Success, Renewal Sales, and/or Professional ServicesBroad functional understanding of Customer Success operations in high-growth business-to-business technology environmentAbility to structure and execute complex analyses and synthesize into clear, actionable insights with business impactFamiliar with SFDC and Customer Success Automation platforms such as Gainsight and Business Intelligence & Data visualization tools (e.g., Tableau)Excellent verbal and written communications skills, including presentation skills to all levels within the organizationExperience managing senior stakeholders within the organizationStrong project management skills and drive for ownership and resultsAbility to multi-task and to work in a dynamic, fast-changing entrepreneurial environmentA smart, bold but humble attitude to work collaboratively with CyberArkers across the organization

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