Director, Customer Experience Operations
Kentik
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $175,000 - $225,000 per year
Job Level
About the role
- Own and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion, including segmentation, capacity planning, and coverage design.
- Operationalize health scoring, churn risk modeling, and lifecycle metrics to improve retention and NRR.
- Drive rigorous renewal forecasting, pipeline integrity, and performance accountability with clear KPIs and inspection cadence.
- Partner with Services leadership to establish delivery forecasting, utilization modeling, resource planning, and performance reporting as the organization scales.
- Align roles, books of business, and resource allocation to ARR mix, complexity, and growth targets.
- Lead strategy and administration of Gainsight and Salesforce, ensuring data integrity, integrations, automation, and scalable reporting to drive retention and expansion.
- Deliver clear, data-driven narratives and performance insights to senior leadership. Lead preparation of executive reports, QBRs, and Board presentations that drive informed decision-making and business alignment.
- Deliver proactive reporting, dashboarding, and analysis of performance, including pipeline health, territory effectiveness, capacity utilization, and coverage optimization.
- Partner with Sales, Marketing, and Finance leadership to develop and operationalize strategies that enable the customer experience organization to scale effectively and achieve performance goals.
Requirements
- 8+ years of experience in Customer Experience, Sales, or Revenue Operations, with end-to-end ownership of forecasting, planning, and compensation across global or multi-segment sales organizations.
- 4+ years in high-growth B2B SaaS, scaling post-sale and GTM teams through data-driven operating models.
- Deep expertise in SaaS metrics, including ARR, NRR, churn, expansion, renewal forecasting, and capacity/coverage modeling.
- Hands-on experience with Gainsight (required), Salesforce (required), and modern Rev/CX tech stacks (CPQ, Gong, BI tools).
- Experience designing Customer Success operating models (segmentation, book-of-business, health frameworks).
- Proven ability to analyze complex data and deliver actionable insights on territory performance, productivity, and revenue optimization.
- Strong analytical and financial modeling skills; advanced Excel proficiency.
- Executive presence with the ability to influence cross-functional GTM leadership.
- Strategic thinker with strong operational discipline; adept at balancing long-term process transformation with daily execution.
Benefits
- 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
- Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
- Paid family & medical leave
- Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
- 401(k) retirement account
- Home office reimbursement
- Stock options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experienceforecastingcapacity planningchurn risk modelinglifecycle metricsdata analysisfinancial modelingSaaS metricsoperational modelsperformance reporting
Soft Skills
strategic thinkinganalytical skillsinfluencingoperational disciplineexecutive presencedata-driven decision makingcross-functional collaborationcommunicationleadershipproblem-solving