Director of Sales and Customer Success Operations

Join us on our mission to make a better world of work. 

Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain talent via cutting-edge research, powerful technology, and the largest employee dataset in the world. The most innovative companies across the globe, such as Salesforce, PwC, KIND, SoulCycle, Celonis and BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, and offices in the U.S, U.K, Germany and Australia. Culture Amp is recognized as one of the world’s top private cloud companies by Forbes and one of the most innovative workplace companies by Fast Company.

Learn more about how Culture Amp can help you create a better world of work at cultureamp.com.

How you can help make a better world of work

As the Director of Sales and Customer Success Operations, you will play a critical role in shaping the future of our sales and customer success organization and ensuring that we are operating at peak efficiency and effectiveness. The ideal candidate will have experience with customer data, process, and technology, with previous experience leading sales/customer success operations and/or analytics. This is a people leader role, with great emphasis on people growth and engagement focus.

You will…

• Manage and grow a team of Sales and Customer Success Operations professionals and contractors as required
• Must be an approachable and relatable leader that junior sales operators will follow and who will organically earn the trust of the Chief Revenue Officer, key stakeholders, and external partners.
• Liaison with Sales, Account Management, Partnership, Customer Success, Delivery and Support leaders to provide proactive intelligence, continuous process improvement and lead project with strategies with intent to impact to revenue growth and productivity
• Own the data analysis to partner with Sales and Customer Success leaders on key trends, KPIs and Customer Funnel metrics via partnering with Finance and Customer Analytics teams
• Partner closely with Revenue Operations cross functional teams (e.g. Marketing and Sales Development Rep Operations) on top of funnel conversion rate, growth strategies and revenue performance
• Help establish a measurement and accountability mindset in Customer Group: Own, improve, maintain, and distribute customer retention/churn data and sales win rate to leaders. Manage, analyze, and summarize the weekly Sales, Expansion and Churn Forecast
• Pricing and Contract Support: Partner in cross functional team in pricing initiatives to increase revenue
• Collaborate with regional sales, partnership and customer success leaders and teams to develop and execute management disciplines and processes (territory assignment & reviews, weekly/quarterly forecast, QBRs, pipeline analysis and development, account planning, account assignments, quota/budget allocation, rules of engagement, bonus plan design)
• Continually strategize and optimize Culture Amp sales, partnership and customer success SaaS stack with other company systems (e.g Salesforce, Quote To Cash, back office systems) 
• Evaluate and deploy additional software and tools as required – e.g. sales funnel, forecasting, pipeline to closed won, data sources, etc partnering with the Revenue Systems team

You have …

• 7+ years of experience in leading sales and/or customer success operations, preferably in the SaaS or technology industry
• Proven track record of developing and implementing successful sales/customer success operations strategies.
• Expertise in sales/customer success automation and technology solutions.
• Advanced understanding of customer data, structures, measurement, retention and churn insights, analytics advertising tools, salestech, and CStech
• Excellent at improving workflow and processes for customer pipeline funnel for win rate optimisation
• Hands on experience with reporting, analyzing and optimizing customer account planning at scale.
• Sales and Customer Success expertise in sales funnel tools like Gong, Outreach, 6Sense, Salesforce / Salesforce Marketing cloud, Vitally & Intercom and other standard revenue sales software
• Practical experience with BI platforms (e.g. Tableau, Power BI, Looker)
• Excellent communication and presentation skills with the ability to influence and persuade stakeholders.
• Proven leadership and team management skills.
• Bachelor's degree in Business, o