Senior Director, Customer Success Operations Revenue Operations Remote United St
Seismic, San Diego, California, United States, 92189
Senior Director, Customer Success Operations
About Us: Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on ourCareers page (Opens in a new tab). Seismic is the global leader in AI-powered enablement, empowering go-to-market leaders to drive strategic growth and deliver exceptional customer experiences at scale. The Seismic Enablement Cloud™ is the only unified AI-powered platform that prepares customer-facing teams with the skills, content, tools, and insights needed to maximize every buyer interaction and strengthen client relationships. Trusted by more than 2,000 organizations worldwide, Seismic helps businesses achieve measurable outcomes and accelerate revenue growth. Seismic is headquartered in San Diego with offices across North America, Europe, Asia and Australia. Learn more at seismic.com. Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here (Opens in a new tab). Overview: We are seeking a high-caliber, strategic leader to serve as our Senior Director of Customer Success Operations — a pivotal role partnering directly with the VP of Revenue Operations and CS leaders to drive scale, alignment, and predictable outcomes across our Customer Success engine at Seismic. This leader will own the operational backbone of our global Customer Success organization, bringing the rigor, systems, and business insights required to maximize net revenue retention, accelerate value realization, and deliver an exceptional customer experience in a high-velocity B2B SaaS environment. The ideal candidate has scaled global CS operations, built world-class post‑sales motions, and thrived in fast-growth companies undergoing transformation and scale. Who you are: 10+ years of experience in Customer Success Operations, Revenue Operations, or GTM Operations roles, including 5+ years in senior leadership within high-growth B2B SaaS. Proven track record of scaling CS operations and driving measurable improvements in NRR, GRR, adoption, and renewal performance across global or multi-regional markets. Deep expertise with Salesforce, modern CS platforms (e.g., Gainsight), BI tools, and enterprise-grade GTM tech stacks. Excel at architecting complex, scalable processes and translating strategy into clear requirements, roadmaps, and operational playbooks. Exceptional analytical and strategic acumen with the ability to convert complex data into clear narratives, decisions, and actions. Strong executive presence and the ability to influence, challenge, and align C‑level and VP‑level leaders across functions. Change leadership experience with a history of driving adoption of new systems, processes, and operating standards. Bachelor’s degree (required) and preferably an MBA or advanced degree in a quantitative, business, or related field. What you’ll be doing: Define and operationalize the global Customer Success operations strategy across all post‑sales motions to align with corporate growth objectives and the broader Revenue Operations roadmap. Build and maintain the operating system for net revenue retention by designing lifecycle frameworks, health scoring models, and standardized success plans. Architect scalable processes, systems, and tooling that enable efficient execution, data-driven decision-making, and global team productivity. Partner cross-functionally with Sales, Services, Product, Marketing, Support, and Finance to align handoffs, coverage models, and performance expectations across the customer lifecycle. Lead Customer Success planning and forecasting, including headcount, capacity, segmentation, and revenue predictability in partnership with Finance and GTM leadership. Own KPI frameworks, dashboards, and performance rhythms that surface actionable insights and drive measurable improvements in adoption, retention, and expansion. Operationalize renewal and expansion workflows, rules of engagement, and coverage models to balance customer experience with commercial outcomes. Drive the build-out of digital and scaled Customer Success motions through segmentation, play design, automation triggers, and performance measurement. Ensure data governance, hygiene, and standardization across CS systems of record to maintain accurate, trusted, and actionable customer data. Translate customer insights and adoption trends into prioritized programs, product feedback loops, and roadmap inputs in partnership with Customer Marketing and Product. Develop and lead a high-performing global CS operations team that embodies execution excellence, accountability, and continuous improvement. If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here (Opens in a new tab). Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement , backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also expanded its team and product portfolio with the strategic acquisitions of SAVO, Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft. Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. #LI-DL1 We are committed to fair and equitable compensation practices. Seismic’s annual base salary range for this position will vary based on applicant’s location, experience, job level, skills, and abilities as well as internal equity and alignment with market data. The range listed below is the minimum to the maximum of our target hiring range. Seismic’s salary range for this position is: $162,700 USD - $280,700 USD This position is also eligible to participate in Seismic’s incentive plans in addition to base salary. The actual incentive amount will vary and will be subject to the terms and conditions set in the applicable incentive plan. We are committed to fair and equitable compensation practices. Seismic’s annual base salary range for this position will vary based on applicant’s location, experience, job level, skills, and abilities as well as internal equity and alignment with market data. The range listed below is the minimum to the maximum of our target hiring range. Seismic’s salary range for this position is: $162,700 USD - $280,700 USD This position is also eligible to participate in Seismic’s incentive plans in addition to base salary. The actual incentive amount will vary and will be subject to the terms and conditions set in the applicable incentive plan.
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About Us: Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on ourCareers page (Opens in a new tab). Seismic is the global leader in AI-powered enablement, empowering go-to-market leaders to drive strategic growth and deliver exceptional customer experiences at scale. The Seismic Enablement Cloud™ is the only unified AI-powered platform that prepares customer-facing teams with the skills, content, tools, and insights needed to maximize every buyer interaction and strengthen client relationships. Trusted by more than 2,000 organizations worldwide, Seismic helps businesses achieve measurable outcomes and accelerate revenue growth. Seismic is headquartered in San Diego with offices across North America, Europe, Asia and Australia. Learn more at seismic.com. Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here (Opens in a new tab). Overview: We are seeking a high-caliber, strategic leader to serve as our Senior Director of Customer Success Operations — a pivotal role partnering directly with the VP of Revenue Operations and CS leaders to drive scale, alignment, and predictable outcomes across our Customer Success engine at Seismic. This leader will own the operational backbone of our global Customer Success organization, bringing the rigor, systems, and business insights required to maximize net revenue retention, accelerate value realization, and deliver an exceptional customer experience in a high-velocity B2B SaaS environment. The ideal candidate has scaled global CS operations, built world-class post‑sales motions, and thrived in fast-growth companies undergoing transformation and scale. Who you are: 10+ years of experience in Customer Success Operations, Revenue Operations, or GTM Operations roles, including 5+ years in senior leadership within high-growth B2B SaaS. Proven track record of scaling CS operations and driving measurable improvements in NRR, GRR, adoption, and renewal performance across global or multi-regional markets. Deep expertise with Salesforce, modern CS platforms (e.g., Gainsight), BI tools, and enterprise-grade GTM tech stacks. Excel at architecting complex, scalable processes and translating strategy into clear requirements, roadmaps, and operational playbooks. Exceptional analytical and strategic acumen with the ability to convert complex data into clear narratives, decisions, and actions. Strong executive presence and the ability to influence, challenge, and align C‑level and VP‑level leaders across functions. Change leadership experience with a history of driving adoption of new systems, processes, and operating standards. Bachelor’s degree (required) and preferably an MBA or advanced degree in a quantitative, business, or related field. What you’ll be doing: Define and operationalize the global Customer Success operations strategy across all post‑sales motions to align with corporate growth objectives and the broader Revenue Operations roadmap. Build and maintain the operating system for net revenue retention by designing lifecycle frameworks, health scoring models, and standardized success plans. Architect scalable processes, systems, and tooling that enable efficient execution, data-driven decision-making, and global team productivity. Partner cross-functionally with Sales, Services, Product, Marketing, Support, and Finance to align handoffs, coverage models, and performance expectations across the customer lifecycle. Lead Customer Success planning and forecasting, including headcount, capacity, segmentation, and revenue predictability in partnership with Finance and GTM leadership. Own KPI frameworks, dashboards, and performance rhythms that surface actionable insights and drive measurable improvements in adoption, retention, and expansion. Operationalize renewal and expansion workflows, rules of engagement, and coverage models to balance customer experience with commercial outcomes. Drive the build-out of digital and scaled Customer Success motions through segmentation, play design, automation triggers, and performance measurement. Ensure data governance, hygiene, and standardization across CS systems of record to maintain accurate, trusted, and actionable customer data. Translate customer insights and adoption trends into prioritized programs, product feedback loops, and roadmap inputs in partnership with Customer Marketing and Product. Develop and lead a high-performing global CS operations team that embodies execution excellence, accountability, and continuous improvement. If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here (Opens in a new tab). Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement , backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also expanded its team and product portfolio with the strategic acquisitions of SAVO, Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft. Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. #LI-DL1 We are committed to fair and equitable compensation practices. Seismic’s annual base salary range for this position will vary based on applicant’s location, experience, job level, skills, and abilities as well as internal equity and alignment with market data. The range listed below is the minimum to the maximum of our target hiring range. Seismic’s salary range for this position is: $162,700 USD - $280,700 USD This position is also eligible to participate in Seismic’s incentive plans in addition to base salary. The actual incentive amount will vary and will be subject to the terms and conditions set in the applicable incentive plan. We are committed to fair and equitable compensation practices. Seismic’s annual base salary range for this position will vary based on applicant’s location, experience, job level, skills, and abilities as well as internal equity and alignment with market data. The range listed below is the minimum to the maximum of our target hiring range. Seismic’s salary range for this position is: $162,700 USD - $280,700 USD This position is also eligible to participate in Seismic’s incentive plans in addition to base salary. The actual incentive amount will vary and will be subject to the terms and conditions set in the applicable incentive plan.
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