Sr. Director, Customer Success Operations- Remote or Hybrid

Nice to meet you!

We're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The Customer Success Team is seeking an innovative and forward-thinking Senior Director of Customer Success Operations to lead our global CS Operations team. We're not just seeking a manager; we're in search of a leader who can set and execute the plan for CS Ops, including building the systems and automated processes to scale customer success. This role is pivotal in driving operational excellence, devising customer success strategies, and ensuring our customers attain their desired outcomes with our products. We need someone who can not only manage the team and oversee day-to-day operations but can also generate visionary ideas, think outside the box, and bring innovative concepts to the table.

As a Sr. Director Customer Success Operations, you will:

Manages an organization comprised of program/portfolio management, enablement, the Customer Engagement Center (CEC), and an analytics team focused on data, reporting and systems/tools.
• Generate Vision and Execution: We need a leader who can generate a visionary outlook to scale CS and execute the plan to make it a reality.
• System Thinking Visionary: We're looking for someone with a knack for systems thinking, capable of envisioning and implementing holistic solutions.
• Drive the adoption and optimization of customer success tools and technologies, including integrating CS systems to other enterprise applications.
• Coordinates improvement of operational systems, processes, and policies in support of the organization's goals
• Develop and implement Customer Success strategies and playbooks that drive customer adoption, retention, and expansion opportunities.
• Understands the practice of Customer Success and can translate into actionable data, templates, dashboards, playbooks, and processes.
• Increases the effectiveness and efficiency of business operations through coordination and communication between various functional groups; having excellent visual and verbal communication skills
• Defines and implements standards and best practices to foster collaboration and knowledge sharing across the organization
• Maintains organizational objectives and goals; organizes, prioritizes, and assigns projects in conjunction with regional and corporate goals
• Leverages internal knowledge of corporate tools/systems, processes/procedures, methodologies and best practices to support business operations
• Oversee the development and analysis of Customer Success metrics and KPIs to inform strategic decisions

Required Qualifications

• 15 years of related experience. 7 years of experience in a leadership role including 5 years in a formal management role
• Bachelor's Degree Required
• Proven track record of building systems, processes, and practices to scale customer-facing teams.
• Strong understanding of customer success methodologies, tools, and metrics.
• Excellent leadership, communication, and interpersonal skills, including visual communication skills
• Experience with managing Customer Success Enablement teams building out Programs and Processes for a Global CS Team
• Ability to drive customer success and inform the efforts of the entire team
• Ability to work collaboratively across functions and regions
• Strategic thinker with a data-driven approach to decision-making

Preferred Qualifications

• Familiarity with enterprise data systems, including the ability to integrate and analyze data across various platforms to enhance customer insights and operational efficiency. Experience with CRM and customer success software platforms highly desirable.
• Communicating and reporting relevant customer operations data and correlating it with other data sets to find trends and business-development insights that are useful to our Customer Success Managers and Renewal Specialists
• Presenting reports to c-level and senior-level stakeholders

World-Class Benefits

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include...
• PPO with low annual deductible and copays.
• HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that's free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

Diverse and Inclusive

At SAS, it's not about fitting into our culture - it's about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it's essential to who we are. To put it plainly: you are welcome here.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

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