CX Operations Director

New

Skills

Bi tools CPQ Excel Financial Modeling Forecasting Salesforce

Job Overview

As the Director of Customer Experience Operations, you will lead global CX operations focusing on onboarding, adoption, retention, and expansion. Your role will involve operationalizing health scoring, churn risk modeling, and lifecycle metrics to drive renewal, expansion forecasting, and KPI cadence. You will collaborate with Services for delivery forecasting, utilization, and capacity planning, as well as design the CX org structure for ARR growth. Additionally, you will be responsible for managing the CX tech stack comprising of Gainsight and Salesforce data, integrations, and reporting.

Responsibilities
  • Lead Global CX Operations
  • Operationalize health scoring and churn risk modeling
  • Drive renewal and expansion forecasting with KPI cadence
  • Partner with Services for delivery forecasting and capacity planning
  • Design CX org structure for ARR growth
  • Manage CX tech stack: Gainsight and Salesforce
Requirements & Qualifications
  • 8+ years in CX, Sales, or Revenue Ops with forecasting and comp
  • 4+ years in high-growth B2B SaaS with data-driven operating models
  • Hands-on experience with Gainsight and Salesforce; CPQ, Gong, BI tools
  • Strong analytical skills with financial modeling and advanced Excel
  • Experience designing CS operating models (segmentation, health)

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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