Delinea seeks a Director of Customer Operations to shape and execute the strategic vision for customer experience. This key leadership role involves leading the Customer Operations team to enhance customer satisfaction, drive retention, and foster sustainable business growth.
What You'll Do
- Lead, design, and implement a proactive customer engagement and go-to-market strategy aligned with the CCO’s priorities and company growth objectives.
- Design and operationalize scalable customer journeys across adoption, renewals, expansion, customer satisfaction, and advocacy.
- Own Customer Success operational strategy including financial planning, forecasting (GRR, NRR, churn), capacity modeling, territory planning, and comp plan design.
- Lead strategic transformation programs and organizational change initiatives.
- Own retention forecasting models and customer health scoring frameworks.
- Develop predictive models and segmentation strategies that optimize customer outcomes.
- Create executive dashboards and reporting for CS performance metrics.
- Drive advanced analytics to deliver executive insights.
- Lead Gainsight platform optimization including automation, playbooks, and workflows.
- Evaluate and deploy tools that enhance CSM productivity and deliver proactive customer insights.
- Champion process automation and data governance excellence across CX operations.
- Drive innovation in customer journey design and lifecycle management.
- Lead the Customer Operations team, fostering a culture of innovation, accountability, growth, and impact.
- Partner with the Customer Marketing and Marketing Operations teams to optimize customer communications processes and tracking.
- Co-ordinate with the Enablement team on CX team enablement, including materials, data, and training coordination.
- Partner across Sales, Product, Marketing, Enablement, Commissions, Systems, Finance, Legal, and Channel to align customer initiatives.
- Manage executive communications, business reviews, and executive-level Customer Success reporting.
What We're Looking For
- 10+ years of experience in B2B SaaS operations or customer success, preferably in a scaling or enterprise environment.
- Deep fluency in Customer Success metrics, journey mapping, health scoring, and segmentation strategies.
- Strong analytical and data visualization skills (Excel, SQL, BI tools like PowerBi).
- Proven ability to lead cross-functional initiatives and translate vision into execution.
- Experience managing and mentoring a team of Customer Success Operations professionals, fostering continuous improvement, innovation, and accountability.
- Experience with Gainsight, Salesforce, CPQ, or other customer lifecycle tools.
- Ability to understand high-level technical product aspects and provide business and technical solutions to help customers optimize use of solutions.
- Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment.
- Excellent verbal and written communication skills.
Nice to Have
- Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc., or high-growth cyber security companies.
Technical Stack
- Excel, SQL
- BI tools like PowerBi
- Gainsight, Salesforce, CPQ
Team & Environment
This is a key leadership role responsible for the Customer Operations team, reporting to Customer Experience executives and the CCO.
Benefits & Compensation
- Competitive salaries
- Meaningful bonus program
- Excellent benefits, including healthcare insurance
- Pension/retirement matching
- Comprehensive life insurance
- Employee assistance program
- Time off plans
- Paid company holidays
Work Mode
This is a global position.
Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
