Position Overview
We are seeking a Director, Post-sales Strategy & Operations to partner with Professional Services and Support leadership in building a world-class, technology-enabled customer success organization.
You will define and execute the vision, strategy, and roadmap for post-sales excellence, leveraging AI and automation to scale operations and optimize customer experience.
Our products are used by over 23,000 organizations, including 62% of the Fortune 500, 90% of the FTSE 100, and 83% of the ASX 200. The ideal candidate will have a proven track record in building high-performing customer experience operations, with hands-on expertise in applying AI/ML to transform workflows and decision-making in SaaS environments.
In this role, you can expect the following responsibilities:
- Recommend, lead, and execute the Professional Services and Support strategy, embedding AI and automation into processes to drive scale and drive incremental GDR lifts.
- Partner with leadership teams to reimagine the post-sales customer journey through AI-powered insights and personalized experiences.
- Identify and realize business opportunities and process improvements across PS and Support teams (e.g., automation for workflows such as case routing and onboarding sequences)
- Establish automated dashboards to monitor business health and surface real-time recommendations for corrective action
- Work with partners to drive the Professional Services and Support annual planning process, including bottom-up target setting
- Introduce anomaly detection to proactively flag operational risks before they impact customer experience
- Attract, grow, and retain top talent, cultivating strategic, operational, AI literacy and data fluency across the team
- Champion a culture of innovation, experimentation, and continuous learning
To thrive in this role, you have:
- 10+ years of experience in a strategic, operations, and/or consulting role
- 5+ years managing high-performing teams
- Experience with Salesforce and OpenAir (and other PS tools)
- Strategic and Builder Mentality: Sharp analytical and problem-solving skills with a strong bias for action, thinking from first principles and delivering the best results
- An AI Mindset: You are a strategic thinker with a bias for execution via AI. You naturally gravitate towards systems-thinking, automation, and applying design principles to solve operational challenges
- Data-First and Analytically Rigorous: You have a proven ability to translate complex data into actionable business insights and strategic recommendations
- Cross-Functional Leadership: Ability to lead cross-functional teams and collaborate across departments (Professional Services, Support, Customer Success, IT, Analytics) to ensure alignment and successful execution of Post-sales operations
- Process Optimization: Strong understanding of business process optimization and automation, with experience redesigning and scaling processes to meet the needs of a growing organization
- Leadership and Communication Skills: Strong leadership skills, with the ability to lead cross-functional teams, collaborate across departments, manage teams and engage with both technical and non-technical stakeholders. Ability to proactively communicate complex topics to diverse audiences
- Adaptability & Execution: Ability to thrive in a fast-paced, ever-changing environment, managing multiple priorities and executing efficiently to achieve business goals
