Director of Customer Operations

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October 31

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Climb Channel Solutions NA

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API • Cybersecurity • SaaS

Climb Channel Solutions NA is an IT distribution company focused on providing leading and innovative technology solutions. They support technology resellers by offering expertise in areas such as virtualization, cloud, data management, and cybersecurity, thereby enhancing their partners' success. Climb is dedicated to transforming IT distribution with exceptional service and an extensive vendor marketplace to facilitate business growth for its partners across various sectors, including public and private markets.

51 - 200 employees

Founded 1982

🔌 API

🔒 Cybersecurity

☁️ SaaS

📋 Description

• Lead, design and implement a proactive customer engagement and go-to-market strategy that aligns with the CCO’s priorities and Delinea’s growth objectives. • Design and operationalize scalable customer journeys across adoption, renewals, expansion, customer satisfaction and advocacy. • Own CS operational strategy including financial planning, forecasting (GRR, NRR, churn), capacity modeling, territory planning and comp plan design. • Lead strategic transformation programs and organizational change initiatives. • Own retention forecasting models and customer health scoring frameworks. • Develop predictive models and segmentation strategies that optimize customer outcomes. • Create executive dashboards and reporting for CS performance metrics. • Drive advanced analytics to deliver executive insights. • Lead Gainsight platform optimization including automation, playbooks, and workflows. • Evaluate and deploy tools that enhance CSM productivity and deliver proactive customer insights. • Champion process automation and data governance excellence across CX operations. • Drive innovation in customer journey design and lifecycle management. • Lead Customer Operations team, fostering culture of innovation, accountability, growth, and impact. • Partner with the Customer Marketing and Marketing Operations teams to optimize the customer communications processes and tracking. • Co-ordinate with the Enablement team on CX team enablement, including materials, data and coordination of training to help the team work more effectively. • Partner across Sales, Product, Marketing, Enablement, Commissions, Systems, Finance, Legal, and Channel to align customer initiatives. • Manage executive communications, business reviews, and executive-level CS reporting.

🎯 Requirements

• 10+ years of experience in B2B SaaS operations or customer success—preferably in a scaling or enterprise environment. • Deep fluency in CS metrics, journey mapping, health scoring, and segmentation strategies. • Strong analytical and data visualization skills (Excel, SQL, BI tools like PowerBi). • Proven ability to lead cross-functional initiatives and translate vision into execution. • Experience managing and mentoring a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics. • Experience with Gainsight, Salesforce, CPQ, or customer lifecycle tools. • Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions. • Excellent verbal and written communication skills.

🏖️ Benefits

• competitive salaries • meaningful bonus program • excellent benefits • healthcare insurance • pension/retirement matching • comprehensive life insurance • employee assistance program • time off plans • paid company holidays