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Seismic Logo Seismic · IT - Administration

Senior Director, Customer Success Operations

United States 162700.00 - 280700.00 USD / Year · Job Posted January 11, 2026
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Job Description

We are seeking a high-caliber, strategic leader to serve as our Senior Director of Customer Success Operations — a pivotal role partnering directly with the VP of Revenue Operations and CS leaders to drive scale, alignment, and predictable outcomes across our Customer Success engine at Seismic. This leader will own the operational backbone of our global Customer Success organization, bringing the rigor, systems, and business insights required to maximize net revenue retention, accelerate value realization, and deliver an exceptional customer experience in a high-velocity B2B SaaS environment.

Job Responsibility

  • Define and operationalize the global Customer Success operations strategy across all post‑sales motions to align with corporate growth objectives and the broader Revenue Operations roadmap
  • Build and maintain the operating system for net revenue retention by designing lifecycle frameworks, health scoring models, and standardized success plans
  • Architect scalable processes, systems, and tooling that enable efficient execution, data-driven decision-making, and global team productivity
  • Partner cross-functionally with Sales, Services, Product, Marketing, Support, and Finance to align handoffs, coverage models, and performance expectations across the customer lifecycle
  • Lead Customer Success planning and forecasting, including headcount, capacity, segmentation, and revenue predictability in partnership with Finance and GTM leadership
  • Own KPI frameworks, dashboards, and performance rhythms that surface actionable insights and drive measurable improvements in adoption, retention, and expansion
  • Operationalize renewal and expansion workflows, rules of engagement, and coverage models to balance customer experience with commercial outcomes
  • Drive the build-out of digital and scaled Customer Success motions through segmentation, play design, automation triggers, and performance measurement
  • Ensure data governance, hygiene, and standardization across CS systems of record to maintain accurate, trusted, and actionable customer data
  • Translate customer insights and adoption trends into prioritized programs, product feedback loops, and roadmap inputs in partnership with Customer Marketing and Product
  • Develop and lead a high-performing global CS operations team that embodies execution excellence, accountability, and continuous improvement

Requirements

  • 10+ years of experience in Customer Success Operations, Revenue Operations, or GTM Operations roles, including 5+ years in senior leadership within high-growth B2B SaaS
  • Proven track record of scaling CS operations and driving measurable improvements in NRR, GRR, adoption, and renewal performance across global or multi-regional markets
  • Deep expertise with Salesforce, modern CS platforms (e.g., Gainsight), BI tools, and enterprise-grade GTM tech stacks
  • Excel at architecting complex, scalable processes and translating strategy into clear requirements, roadmaps, and operational playbooks
  • Exceptional analytical and strategic acumen with the ability to convert complex data into clear narratives, decisions, and actions
  • Strong executive presence and the ability to influence, challenge, and align C‑level and VP‑level leaders across functions
  • Change leadership experience with a history of driving adoption of new systems, processes, and operating standards
  • Bachelor’s degree (required) and preferably an MBA or advanced degree in a quantitative, business, or related field
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