Principal, Customer Operations

TL;DR

Principal, Customer Operations (SaaS): Driving cross-functional initiatives in CS Operations across Renewals & Retention, Customer Health & Lifecycle, Data & Analytics, Tools & Systems, and Enablement & Training with an accent on strategic oversight and operational excellence. Focus on shaping long-term vision, ensuring scalable outcomes, and developing executive influence for VP-level succession.

Remote – anywhere in the USA, preferably on the East Coast

Salary: $160,000 – $180,000 USD per year

Company

Gartner Magic Quadrant Leader for 15 years, serving 40,000+ global customers with data integration, governance, and real-time analytics powered by AI/ML.

What you will do

• Serve as strategic extension to VP of CS Operations, leading initiatives, representing in cross-functional forums, and translating vision into executable plans with metrics.
• Drive operational excellence in Renewals & Retention and Customer Health & Lifecycle, identifying risks, developing interventions, and integrating processes.
• Oversee CS data, analytics, reporting, and tools governance including CRM and CS platforms for adoption, hygiene, and optimization.
• Champion Enablement & Training, partnering with CS and People teams to equip organization for customer journey outcomes.
• Improve renewal rates, customer health scores, team productivity, and position CS Operations as competitive differentiator.

Requirements

• 8-12 years in Customer Success, CS Operations, or related GTM in B2B SaaS/enterprise software with strategic outcomes at scale
• Exceptional executive presence, communication, and influence with senior stakeholders
• Deep expertise in renewals/retention, customer health/lifecycle, data/analytics, CRM/CS platforms (Gainsight, Salesforce), enablement
• Chief of Staff or senior strategic experience managing cross-functional initiatives and operating rhythms
• Strong analytical skills for CS performance frameworks and leading indicators
• Collaborative leadership with strategic vision and operational discipline

Culture & Benefits

• Comprehensive benefits: medical, dental, vision, life/AD&D, short/long-term disability, PTO, parental leave, 401(k) with match
• Career progression, mentoring, innovation culture, flexible international environment
• Extra days for personal development and corporate responsibility, Newsweek’s Americas Greatest Workplaces 2025

Hiring process

• Application encouraged ASAP within 60-day window
• AI-assisted screening with human review
• Equal opportunity employer committed to diversity, equity, inclusion