Director, Customer Journey Operations

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About Our Client

Our client is a safety technology platform that helps prevent crime by connecting cities, law enforcement, businesses, schools, and communities through a nationwide public-private safety network. Its hardware and software provide real-time intelligence while prioritizing privacy and responsible innovation. The platform is trusted by 5,000+ communities, 4,500 law enforcement agencies, and 1,000 businesses.

Our client has a high-performance, collaborative culture focused on solving big problems quickly and making a real impact. With strong venture backing and a high valuation, it is scaling rapidly and looking for top talent.

Its long-term goal is to grow beyond $1B in annual recurring revenue, which will require transforming its sales operations to support efficient, large-scale growth.

About The Role

Our client is seeking a strategic, operationally driven Director of Customer Journey Operations to lead and mature the operational backbone of its Customer Solutions and Success organization. In this role, the individual will act as the right hand of the SVP of Customer Solutions and Success. This role will drive efficiency, scale, and predictable business outcomes by building and optimizing processes, systems, metrics, and cross-functional alignment that enable customer health, retention, expansion, and value realization at scale.

The individual will partner closely with Customer Solutions and Success leadership, RevOps/Sales Ops, Product, Finance, and GTM functions to translate strategy into executable plans and measurable results across the customer lifecycle. The ideal candidate blends analytical rigor, process excellence, technology fluency, and collaborative leadership, and proactively develops ideas to strengthen operational rigor and drive better downstream results.

Key Responsibilities

• Define, lead, and measure operational strategies and programs that improve customer outcomes, organizational efficiency, and business performance.
• Translate high-level customer success strategies into operational execution plans with clear ownership, milestones, and KPIs.
• Design, implement, and refine scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion management.
• Standardize and document best practices, SOPs, governance models, and operational playbooks.
• Build and maintain operational dashboards, metrics, and analytics that provide insights into customer health, retention, churn risk, and growth opportunities.
• Partner with analytics and RevOps to ensure data integrity across systems (CRM, CS platforms, business intelligence tools).
• Own and optimize the Customer Success tech stack (e.g., Gainsight, Salesforce, LMS, automation tools) to support reporting, workflows, and decision-making.
• Lead or support system implementations, integrations, and automation that scale operational capabilities.
• Act as an operational liaison between CS and functions such as Sales, Product, Support, Marketing, and Finance to improve handoffs, alignment, and customer experience continuity.
• Partner with enablement to ensure CS teams have the tools, training, and resources needed to execute effectively.
• Coach, mentor, and develop operations professionals (if applicable), fostering a culture of excellence, accountability, and continuous improvement.
• Lead change management and adoption efforts for new processes or systems across the organization.

What the Organization Offers

• A highly visible, strategic role with direct influence on Customer Success leadership and company growth.
• The opportunity to shape the sales operating model and drive change at scale.
• A collaborative, winning culture where excellence and continuous improvement is expected and modeled from the top down.

Qualifications

• Experience: 10+ years of progressive experience in customer success, CS operations, revenue or go-to-market operations in B2B SaaS, with at least 3–5 years in a leadership capacity.

• Proven ability to act as a trusted advisor to senior executives and influence strategic decisions without formal authority.

• Technical Proficiency: Hands-on experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and BI/reporting tools.

• Analytical Skills: Strong analytical and strategic thinking skills with a data-driven approach to problem solving and reporting.

• Cross-Functional Influence: Proven ability to work collaboratively across functions and drive consensus among stakeholders.

• Communication: Exceptional verbal and written communication skills, with the ability to simplify complex ideas for diverse audiences.

• Leadership: Demonstrated people leadership, prioritization, project and change management capabilities.

• Comfortable working in ambiguity and shifting between high-level strategy and hands-on execution.

Preferred Qualifications

• Experience scaling operations in a high-growth SaaS organization.
• Track record of improving key CS metrics (retention, NPS, expansion, time-to-value).
• Familiarity with customer lifecycle automation and digital engagement tools.

90 Days Overview

The organization prescribes to 90-day plans and believes that good days lead to good weeks, which lead to good months. This serves as a preview of the 90-day plan for this role.

The First 30 Days

• Audit and Absorb: Build a deep understanding of the existing Customer Success tech stack (Gainsight, Salesforce, LMS), data flows, and current CS lifecycle processes from onboarding to renewal.

• Establish Relationships: Embed as the strategic "right hand" to the SVP of Customer Solutions and Success; establish trust-based partnerships with leadership across RevOps, Sales, Product, and Finance.

• Understand the Metrics: Review the current state of customer health scoring, retention data, and expansion metrics to identify immediate "low-hanging fruit" for operational improvement.

The First 60 Days

• Gap Analysis: Assess current friction points in the customer journey, including cross-functional handoffs and data integrity gaps between systems.

• Define the Vision: Socialize an operational strategy for CS Ops that aligns with the organization’s ambitious ARR goals, focusing on predictable business outcomes and scalable reporting.

• Optimize Early Wins: Standardize initial high-priority SOPs or playbooks for risk mitigation and renewal management to drive immediate efficiency for the CS team.

90 Days & Beyond

• Execute the Roadmap: Define and launch a phased operational roadmap to execute the broader CS strategy, including system integrations and automation.

• Drive Scale and Maturity: Develop a long-term resourcing and hiring plan for the CS Ops team while establishing a culture of accountability and continuous process improvement.

• Measure Impact: Build and maintain high-visibility operational dashboards that provide real-time insights into churn risk, expansion opportunities, and organizational ROI.

Salary & Equity

In this role, the individual will receive a starting salary between $170,000 - $200,000 as well as stock options. Base salary is determined by job-related experience, education/training, as well as market indicators. This will be discussed in-depth during the initial conversation.

The Perks

• Flexible PTO: Non-accrual PTO, plus 11 company holidays.

• Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.

• Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

• Fertility & Family Benefits: Partnership with a digital health benefit for starting and raising a family. A substantial lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses is provided.

• Mental Health Benefits: Offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.

• Caregiver Support: Partnership to provide employees with caregiver support.

• Equity Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.

• ERGs: To foster belonging, four Employee Resource Groups are offered - Women of the Organization, Organization Proud, LEOs and Melanin Motion.

• WFH Stipend: A monthly stipend to cover the costs of working from home.

• Productivity Stipend: An annual stipend to use on various learning and development platforms.

• Home Office Stipend: A one-time stipend to help create a home office.

Compensation

$170K – $200K • Offers Equity