Customer Experience Operations Director

Job Summary

A company is looking for a Customer Experience Operations Director to drive operational and analytical excellence across their global Customer Experience organization.

Key Responsibilities

• Lead and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion
• Operationalize customer health scoring, churn risk modeling, and lifecycle metrics to enhance retention and Net Revenue Retention (NRR)
• Drive renewal forecasting, pipeline integrity, and performance accountability with established KPIs

Required Qualifications

• 8+ years of experience in Customer Experience, Sales, or Revenue Operations with end-to-end ownership of forecasting and planning
• 4+ years in high-growth B2B SaaS, focusing on data-driven operating models
• Deep expertise in SaaS metrics, including ARR, NRR, churn, and renewal forecasting
• Hands-on experience with Gainsight and Salesforce, along with modern Rev/CX tech stacks
• Proven ability to analyze complex data and deliver actionable insights on performance and revenue optimization