Sayari Logo

Sayari

Director, Customer Success Operations & Strategy (Remote, US)

Posted 13 Days Ago
In-Office or Remote
2 Locations
175K-200K Annually
Senior level
In-Office or Remote
2 Locations
175K-200K Annually
Senior level
Lead the design and execution of a scalable model for global post-sale teams, focusing on customer journey mapping, retention forecasting, and automation.
The summary above was generated by AI
About Sayari: 
Sayari is the transparency company providing the public and private sectors with immediate visibility into complex commercial relationships by delivering the largest commercially available collection of corporate and trade data as a dynamic model of global ownership and trade activity. Sayari’s solutions harness this model to enable risk resilience, complex investigations, and clear-eyed business decisions. Sayari is headquartered in Washington, D.C., and its solutions are used by thousands of frontline analysts in over 35 countries.

Our company culture is defined by a dedication to our mission of using open data to enhance visibility into global commercial and financial networks, a passion for finding novel approaches to complex problems, and an understanding that diverse perspectives create optimal outcomes. We embrace cross-team collaboration, encourage training and learning opportunities, and reward initiative and innovation. If you like working with supportive, high-performing, and curious teams, Sayari is the place for you.

POSITION DESCRIPTION

As Director of Customer Success Operations & Strategy, you will lead the design and execution of a scalable operating model for our global post-sale teams—including CS, Support, and Professional Services. Your mandate is to ensure that every customer touchpoint is aligned, actionable, and contributes to value realization and retention.

You’ll be responsible for customer journey mapping, end-to-end retention forecasting, and driving automation and process excellence via platforms like Gainsight and Salesforce. You will also bring a forward-leaning perspective on the use of AI tools and workflow technologies to increase CSM productivity, reduce churn risk, and optimize the customer lifecycle.

This role requires both systems-level thinking and hands-on execution, with high collaboration across GMs, Product, RevOps, and Finance.

Job Responsibilities

  • Design and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, and renewal—then translate that journey into system workflows, lifecycle metrics, and team accountability
  • Build and continuously improve retention forecasting models and renewal process infrastructure to enable accurate risk tracking and proactive CS action
  • Own Gainsight configuration and automation, including health scoring, playbooks, timeline cadences, and rule-based triggers to support scalable CSM workflows
  • Evaluate and deploy AI-based tools that enhance CSM productivity, deliver proactive insights, and streamline customer engagement
  • Lead the development of CSM coverage models, capacity planning, and segmentation strategies across post-sale functions
  • Partner with GMs, Product, and CS leadership to align journey stages with customer value delivery and product engagement
  • Define and track KPIs across the customer lifecycle, delivering dashboards and executive reporting on GRR, NRR, churn, usage, and retention risk
  • Drive coordination across cross-functional partners—Finance, Sales, Systems, Product, Support—to ensure alignment across teams and tools

Required Skills & Experience

  • 8+ years in Customer Success Operations, Revenue Operations, or GTM strategy in a high-growth SaaS environment
  • Demonstrated experience designing and embedding customer journeys within CS systems and processes
  • Strong expertise in Gainsight, Salesforce, and journey-based lifecycle modeling
  • Deep knowledge of retention forecasting, renewals infrastructure, and post-sale performance metrics
  • Experience with AI tools that support CS workflow automation and proactive risk identification
  • Strategic thinker with hands-on ability to build dashboards, automate playbooks, and improve workflows
  • Proven ability to collaborate cross-functionally and influence at senior levels

Preferred Skills & Experience

  • Experience in B2B SaaS with complex or data-rich products
  • Experience in US Federal and international government markets
  • Familiarity with DealHub, Gong, Outreach, Hubspot, Zoominfo, LeanData
  • Proven playbook in customer journey design, service blueprints, and lifecycle ops

Benefits: 
·       100% fully paid medical, vision, and dental for employees and their dependents
·       Generous time off; we observe all US federal holidays, close our office for a winter break (12/24-12/31), in addition to granting 18 PTO days and 10 sick days
·       Outstanding compensation package; competitive commissions for revenue roles and quarterly bonuses for non-revenue positions
·       A strong commitment to diversity, equity, and inclusion
·       Eligibility to participate in additional benefits such as 401k match up to 5%, 100% paid life insurance (up to $100,000 coverage),, and parental leave
·       A collaborative and positive culture - your team will be as smart and driven as you
·       Limitless growth and learning opportunities
 
Sayari is an equal opportunity employer and strongly encourages diverse candidates to apply. We believe diversity and inclusion mean our team members should reflect the diversity of the United States. No employee or applicant will face discrimination or harassment based on race, color, ethnicity, religion, age, gender, gender identity or expression, sexual orientation, disability status, veteran status, genetics, or political affiliation. We strongly encourage applicants of all backgrounds to apply.

Top Skills

Ai Tools
Gainsight
Salesforce

Similar Jobs

18 Hours Ago
Remote
US
180K-190K Annually
Senior level
180K-190K Annually
Senior level
Software
The Director of Customer Success Operations is responsible for optimizing post-sale functions to improve customer retention and satisfaction through data-driven strategies, process refinement, and team leadership.
Top Skills: Psa PlatformsSalesforceZendesk
2 Minutes Ago
Remote or Hybrid
USA
110K-137K Annually
Senior level
110K-137K Annually
Senior level
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Software
The Site Reliability Engineer will design, build, and optimize the AWS cloud platform and infrastructure, ensuring reliability, security, and cost-efficiency while implementing automation and operational excellence practices.
Top Skills: Ansible (Awx)Argo CdAWSAws CdkAws CloudtrailAws CloudwatchBashCloudFormationConsulDockerEc2EksGitlabGrafanaHelmIamLambdaLokiMimirNew RelicPrometheusPythonS3Secrets ManagerSsmTempoTerraformVaultVpc
4 Minutes Ago
Easy Apply
In-Office or Remote
Chicago, IL, USA
Easy Apply
18-18
Junior
18-18
Junior
Fintech • Information Technology • Machine Learning • Software • Analytics • Financial Services
As a Collections Representative, you'll manage calls for overdue payments, negotiate payment plans, and resolve customer issues with a focus on empathy and professionalism.
Top Skills: Crm Systems

What you need to know about the Charlotte Tech Scene

Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.

Key Facts About Charlotte Tech

  • Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
  • Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
  • Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
  • Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
  • Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account