Own the operational framework supporting services and partner presales, including intake models, scoping standards, handoff governance, and readiness criteria.
Own global resource planning and capacity management models across Consulting, Solution Architecture, and Partner delivery ecosystems.
Establish and govern delivery excellence standards, including methodologies, playbooks, accelerators, and reusable consulting assets.
Own the partner delivery operating model in partnership with Global Alliances team, including consulting partner onboarding, certification requirements, quality standards, and performance governance.
Own end-to-end enablement and certification strategies across Customer Success, Consulting, and Partner audiences.
Serve as executive owner for Gainsight and Rocketlane, ensuring platform adoption, data quality, and alignment to scalable customer journeys.
Own customer-facing analytics, health scoring models, predictive risk indicators, and executive dashboards to support proactive engagement.
Design and operationalize digital and low-touch customer success motions, including segmentation, automated journeys, and performance metrics.

Requirements

12–15+ years of experience in Customer Operations, Services Operations, Partner Operations, or Post-Sale Strategy within enterprise SaaS.
Strong domain knowledge in enterprise platforms such as CLM, procurement, ERP, or CRM.
Deep experience with Gainsight, Rocketlane, or similar Customer Success and Delivery PSA platforms.
Exceptional analytical, systems-thinking, and executive communication skills.

Benefits

Robust medical, dental, vision, and mental health benefits.
Employee Assistance Program (EAP).
Equity (RSUs) and shared ownership in the company.
Generous 401(k) match.
Flexible work environment.
Paid maternity and paternity leave.
Generous holiday and PTO program.
CaaS (Coaching as a Service).
Annual personal development allowance.
7 Days for Humanity – seven paid volunteer days annually.
Global and regional DEIB steering committees and employee resource groups (ERGs).
Global DEIB training programs and guest speakers throughout the year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

resource planningcapacity managementdelivery excellence standardsanalyticshealth scoring modelspredictive risk indicatorsautomated journeysperformance metrics

Soft skills

analytical skillssystems-thinkingexecutive communication