Senior Director, Customer Strategy & Operations

SENIOR DIRECTOR, CUSTOMER STRATEGY & OPERATIONS

Location: Remote, USA
Employment Type: Full-Time
Compensation: $190,000 – $255,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

The Senior Director, Customer Strategy & Operations is responsible for leading OneStream’s efforts to enhance the strategy around customer journey across all touchpoints. The role will be instrumental in fostering collaboration and alignment between various businesses across the organization, ensuring a seamless and enriching customer experience.

The Senior Director will play a critical role in driving the efficiency, effectiveness, and scale of the Customer Success (CS) function. This role typically focuses on building and optimizing processes, tools, and training programs that enable customer success teams to deliver value to customers while also overseeing operational workflows, data analysis, and strategic planning.

This role serves as the voice of the customer within the organization, ensuring customer needs and experiences are considered in strategic decisions and will utilize customer feedback, data analytics and market research to identify pain points and opportunities for improvement throughout the customer lifecycle. This role will also be responsible for regular reporting on progress and impact to senior leadership and stakeholders.

The right candidate will have the proper vision to address Customer Success projects into a global approach aligned to the Customer Succes Organizational needs, with consideration to enterprise reach and requirements. Applying the proper technology and, where appropriate, bring the solutions together in one customer platform, we can reduce technical debt and address holistic needs.

Primary Duties and Responsibilities

• Create and implement a comprehensive customer experience strategy that aligns with business objectives and enhances customer satisfaction and loyalty.
• Streamline customer success processes to improve efficiency, productivity, and customer outcomes.
• Oversee and lead a customer experience team, providing coaching, training, and support to ensure the team consistently delivers exceptional service. Foster a collaborative and high performing team culture.
• Support and influence key metrics (churn, adoption, health) and operational workflows including renewals, escalations, and customer segmentation through research analysis of customer feedback and sentiment and provide actionable insights to leadership.
• Develop and deliver customer experience programs, resources, and best practices to Support and collaborate with CS Enablement team to ensure they provide CSMs with up-to-date on-boarding, knowledge of product, processes and solutions.
• Support and collaborate with CS Operations team to ensure Systems are adapted to answer the needs of the CS organization from a usage and a reporting viewpoint.
• Act as the primary point of contact for CS tools and system integrations, working with IT and other teams to manage and improve systems integrations.
• Partner with Sales, Marketing, Product, Support, Alliances, Services, and IT to align on customer goals and improve CS outcomes.
• Lead initiatives to improve customer satisfaction, reduce churn, and scale the CS function.
• Drive continuous improvement projects to optimize team performance and customer success.
• Stay current with industry trends and emerging best practices to adapt strategies based on customer needs.
• Enhance CSM performance at scale.

Required Education and Experience

• 12-15 years of software experience in customer success or a combination of customer experience, customer success, consulting, pre-sales and customer success, including at least 4 years in a leadership role.
• Proven track record of designing and implementing customer experience strategies in a global context and leveraging data and feedback providing customer insight.
• Good understanding of the following topics and how to converge them are key: Enterprise Search, Unified Knowledge (learning) Experience, Knowledge Management, Internal Curate (OneStream AI Document Search) usage.

Preferred Education and Experience

• Bachelor’s degree in business administration, marketing, or a related field; MBA preferred.
• Experience working in a high-growth SaaS environment.
• Certifications in customer success, project management or related disciplines.

Knowledge, Skills, and Abilities

• Strong analytical skills with experience in leveraging data to drive decision-making.
• Exc