Director, CS and PS Operations (SaaS)

TL;DR

Director, CS and PS Operations (SaaS/AI): Build scalable systems and processes to operationalize AI in post-sales functions, driving insights, forecasting, planning, customer segmentation, and coverage models. Focus on optimizing customer health and journeys, cross-functional alignment, tooling, team enablement, and executive reporting.

Hybrid in Mountain View, CA or Chicago, IL, US (2-3 days per week in office).

$180k–$245k annually (CA: $200k–$245k; IL: $180k–$230k).

Company

AI-Powered Analytics platform empowering enterprises to transform insights into action with natural language search and AI.

What you will do

• Partner with CS and PS leadership to define and execute data-driven customer success strategy improving retention, expansion, and lifetime value.
• Design and optimize end-to-end customer workflows from onboarding to renewal, incorporating automation and AI-assisted processes.
• Develop dashboards, reporting, and predictive models for churn, expansion, capacity, and headcount planning.
• Define segmentation and engagement models ensuring optimal coverage and resource allocation.
• Own CS tech stack, prioritizing AI-enabled platforms for productivity and engagement.
• Equip CSMs with playbooks, insights, and AI-driven guidance; lead QBRs, board reporting, and planning.

Requirements

• 8+ years in Customer Success Operations, RevOps, or related SaaS leadership
• Proven experience scaling post-sales in high-growth environments
• Strong fluency in data, analytics, and AI-driven tools
• Deep understanding of SaaS metrics (NRR, GRR, churn, expansion) and customer lifecycle
• Track record building scalable processes, systems, and forecasting models
• Strong cross-functional leadership and communication skills
• AI literacy: integrate AI into workflows, use LLMs for productivity, write effective prompts, AI mindset (curiosity, adaptability, critical thinking)

Culture & Benefits

• Hybrid work model balancing in-office collaboration (2-3 days/week) with flexibility.
• Equity, company bonus or sales commissions; 401(k) plan; medical, dental, vision benefits.
• Culture of Trust, Customer Obsession, Innovation, Intensity; diverse teams.
• Training and resources for AI tools like Spotter and industry LLMs.
• Focus on data-driven decision-making and fact-driven world.