Director of Customer Operations & Enablement

About the Opportunity
The organization is seeking a Director of Customer Operations & Enablement to lead the strategy, systems, analytics, and enablement that help post-sales teams deliver consistent customer outcomes at scale. Working across Customer Success, Technical Account Management, Support, and Professional Services, this role establishes the operational infrastructure necessary to improve visibility, execution, and scalability across the customer lifecycle.
The leader will integrate customer data, technology, resource planning, processes, and enablement to help post-sales leadership make data-driven decisions and operate effectively. Partnering closely with post-sales and executive leadership, this role translates strategic business priorities into scalable programs that support retention, customer value, and long-term organizational growth.
Position Details
Role: Director of Customer Operations & Enablement
Location: United States
Employment Type: Full time
Key Responsibilities
Own post-sales data, analytics, and executive reporting across Customer Success, Technical Account Management, Support, and Professional Services, including GRR, NRR, time-to-value, customer health, and other key performance measures.
Lead the evaluation, implementation, integration, and optimization of Customer Success platforms such as Gainsight or Planhat, including integrations with Salesforce, Pendo, and related systems.
Build resource planning and capacity models that help post-sales leaders anticipate organizational needs and effectively support global growth.
Design and scale enablement programs, operational playbooks, and workflows that drive consistent execution, strengthen team capabilities, and enable proactive risk management across the customer lifecycle.
Develop customer health scoring, voice-of-the-customer, advocacy, and related programs that transform customer data and feedback into actionable insights.
Partner with post-sales and executive leaders to identify operational gaps, improve cross-functional execution, and translate performance trends into clear recommendations for systems, resources, programs, and strategic priorities.
Required Qualifications
12 or more years of progressive experience in Customer Operations, Sales Operations, Enablement, or related functions within a high-growth SaaS environment.
Demonstrated track record of leading operations and enablement across Customer Success, Support, Professional Services, or other post-sales organizations.
Strong command of customer and retention metrics, including GRR, NRR, time-to-value, customer health, and executive- and board-level reporting.
Deep experience with Customer Success platforms such as Gainsight, Planhat, or similar tools, along with Salesforce and data visualization platforms.
Experience building resource and capacity models, operational processes, playbooks, and enablement programs for growing customer-facing organizations.
Strong operational judgment, with the ability to move between strategic planning and hands-on execution while building trusted relationships with senior leaders.
A bachelor's degree in a relevant field or an equivalent combination of education and professional experience.
Cybersecurity experience is not required.
Compensation and Benefits
Compensation Range: $205,000 - $279,000 USD
Compensation may vary depending on factors such as location, skills, and experience.
Depending on the nature and seniority of the role, a percentage of compensation may come in the form of a commission-based or discretionary bonus.
Equity and additional benefits will also be awarded.

Work arrangement
No