Director, CS and PS Operations

ThoughtSpot•Chicago, IL

8d•Hybrid

About The Position

The Role We’re looking for a strategic and hands-on Director of Customer Operations to scale and modernize our Customer Success and Professional Services functions. This role sits at the center of our post-sales engine, partnering closely with CS and PS leadership to drive operational excellence, predictable growth, and exceptional customer outcomes. You will design the systems, processes, and insights that power the business - leveraging data, automation, and AI to increase team productivity, improve customer visibility, and enable more proactive, personalized engagement at scale.

Requirements

8+ years in Customer Success Operations, RevOps, or related SaaS leadership roles
Proven experience scaling post-sales functions in high-growth environments
Strong fluency in data, analytics, and AI-driven tools, with the ability to translate insights into action
Deep understanding of SaaS metrics (NRR, GRR, churn, expansion) and customer lifecycle management
Track record of building scalable processes, systems, and forecasting models
Strong cross-functional leadership and communication skills, with experience influencing executive stakeholders
Builder mindset - comfortable operating in ambiguity and driving structure in fast-moving environments
Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality.
Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.
Write effective prompts to get the most accurate and creative results from AI tools.
Curiosity in exploring new AI tools
Adaptability to quickly learn and implement new, emerging AI technologies
Critical thinking to know when to identify when AI should be used versus when human judgement is necessary

Responsibilities

Own Customer Operations Strategy: Partner with CS and PS leadership to define and execute a data-driven customer success strategy that improves retention, expansion, and customer lifetime value
Build Scalable Systems & Processes: Design and optimize end-to-end customer workflows (onboarding through renewal), incorporating automation and AI-assisted workflows to increase coverage and efficiency
Operationalize AI in Post-Sales: Identify and implement AI-powered solutions (e.g., health scoring, risk prediction, next-best action) to enable more proactive and predictive customer management
Insights, Forecasting & Planning: Develop dashboards and reporting that translate data into action, including predictive models for churn, expansion, capacity, and headcount planning
Customer Segmentation & Coverage: Define segmentation and engagement models (high-touch vs. digital), ensuring the right level of coverage and resource allocation across the customer base
Tooling & Technology: Own the CS tech stack, prioritizing AI-enabled platforms that improve productivity, visibility, and customer engagement
Team Enablement: Equip CSMs with playbooks, insights, and AI-driven guidance to operate more strategically and deliver consistent outcomes
Customer Health & Journey Optimization: Continuously refine customer health frameworks and lifecycle journeys using real-time data and predictive signals
Cross-Functional Alignment: Partner with Sales, Product, and Marketing to create a unified, data-driven view of the customer and embed customer insights into GTM decisions
Executive Reporting & Planning: Lead QBRs, board reporting, and annual planning, bringing clear, insight-driven narratives to leadership