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Posted 4 months ago
Requirements and responsibilities
About the RoleAs the Director of Customer Success Operations at Attentive, you will lead and optimize the rhythm around revenue and retention performance for our Customer Success team. This role reports to the VP of Revenue Operations, partnering closely with CS Leadership. You will own the cadence, forecasting rigor, segmentation and capacity model, and data integrity required to run the CS business with clarity and accountability. You’ll combine strategic thinking with hands-on operational leadership–building scalable processes, delivering actionable insights, and ensuring our teams have the goals, tools, and customer health signal infrastructure to proactively reduce churn and accelerate growth.What You’ll AccomplishCS Quota & Goal-Setting: Own the end-to-end annual and quarterly goal-setting process for CS (retention/renewals and expansion, as applicable), including target methodology, goal allocation, and ongoing calibration in partnership with CS Leadership, RevOps, and FinanceRenewals Forecasting & Model Operations: Build and run a high-rigor renewals forecasting operating rhythm—owning the renewal forecast model, inspection cadence, risk taxonomy, and early-warning mechanisms to improve predictability and drive proactive interventionCustomer Revenue Model & Operations: Own the underlying customer revenue operating model (what renews when, where risk sits, what drives NDR/GRR outcomes) and translate it into clear operating mechanisms, dashboards, and processes that CS teams can run weeklyPost-Sale Performance Insights: Deliver clear performance storytelling for the CS organization—drivers of churn/retention/expansion, cohort trends, and recommended actions—and partner with CS Leadership to turn insights into executionCustomer Segmentation & Territory / Book Management: Define and maintain customer segmentation and book-of-business management principles; partner with CS Leadership to align coverage models to customer needs and business goalsCS Capacity Planning: Own CS capacity and coverage planning (ratios, book sizing, ramp assumptions, workload drivers) and translate it into hiring/coverage recommendations in partnership with CS Leadership and FP&ACS Data Integrity & Operating Hygiene: Own post-sale data integrity standards (definitions, required fields, lifecycle stages) and enforce operating hygiene so forecasting, reporting, and workflows are reliable and scalableTeam Leadership & Development: Lead a team of 5, defining the right org structure and assessing current coverage and operating mode. Build an enablement and quality bar that scales with the businessYour ExpertiseProven experience (8+ years) in Revenue Operations, Business Analytics, or related roles, preferably in a B2B SaaS companyExcellent analytical skills, with the ability to analyze complex data sets and market dynamicsExceptional communication and presentation skills, with the ability to effectively articulate complex conceptsStrong understanding of SaaS business models, go-to-market strategies, and customer success processesDemonstrated success in leading teams and driving cross-functional alignment across multiple stakeholders across all levelsStrong leadership capabilities, with experience in building and developing high-performing teamsYou'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.US based applicants:- The US base salary range for this full-time position is $190,000-$240,000 annually + equity + benefits- Our salary ranges are determined by role, level and location#LI-AR1Attentive Company ValuesDefault to Action - Move swiftly and with purposeBe One Unstoppable Team - Rally as each other’s championsChampion the Customer - Our success is defined by our customers' successAct Like an Owner - Take responsibility for Attentive’s successLearn more about AWAKE, Attentive’s collective of employee resource groups.If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
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