Director of Revenue Operations

What You Will Own

• Own Post-Sale operational excellence across Onboarding, Customer Success, and Customer Education, establishing scalable processes, systems, governance, and operating models that improve efficiency, consistency, customer outcomes, and the ability to scale.

• Develop and execute planning, forecasting, and performance management frameworks for Onboarding and Customer Success, including time-to-value, implementation timelines, productivity, process adherence, adoption, retention, expansion, and overall customer health.

• Establish KPIs, reporting, dashboards, and operating rhythms that provide actionable visibility into Post-Sale performance, capacity, customer outcomes, and operational health; translate data and insights into clear recommendations and priorities.

• Analyze customer journeys, workflows, systems, and performance data to identify bottlenecks, inefficiencies, and opportunities to improve throughput, quality, productivity, and the overall customer experience.

• Lead workforce, organizational, and capacity planning across Onboarding and Customer Success, including headcount models, organizational structure, role design, resource allocation, productivity targets, and staffing forecasts.

• Design and optimize the end-to-end customer implementation and account setup experience, including account setup processes, technical integrations, handoffs, implementation standards, and quality controls that drive a consistent and efficient path to value.

• Lead cross-functional transformation initiatives across People, Process, and Technology, partnering with Customer Success, Onboarding, Education, Sales Operations, Product, Finance, HR, BI, and Technology to identify opportunities, align priorities, and drive implementation.

• Develop and manage compensation and incentive programs for Onboarding and Customer Success that align team behaviours and performance with company objectives, customer outcomes, productivity, retention, and growth.

• Evaluate and implement revenue operations technologies, automation, and AI capabilities that improve data quality, reduce manual work, increase team capacity and productivity, and enhance the customer experience.

• Foster a collaborative, data-driven, and results-oriented operating culture, establishing clear accountability, performance standards, and continuous improvement practices across the Post-Sale organization.

What You Will Need to Accomplish the Job

• 10+ years of progressive experience in revenue operations, customer success operations, or a related field, preferably within a SaaS organization

• Bachelor's degree from an accredited college or university (MBA preferred)

• Proven track record of developing and executing successful planning, forecasting, and reporting strategies

• Strong leadership and communication skills, with the ability to work effectively with executives, senior leaders, analysts, and cross-functional teams

• Experience with performance metrics, reporting, and CRM tools (Salesforce preferred)

• Ability to analyze and diagnose bottlenecks in processes and systems to improve operational efficiency

• Strategic thinker with a hands-on approach to coaching and mentoring

• Comfortable working in a fast-paced, high-growth environment

What Will Make Us Love You

• Experience building compensation and incentive plans for post-sales teams

• Understanding of or certification in Six Sigma preferred