Director, Customer Experience Operations

Kentik • New York City, NY

21h • $175,000 - $225,000 • Remote

About The Position

Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks. What you'll do Kentik is seeking a Customer Experience Operations Director to drive operational and analytical excellence across our global Customer Experience organization. This role operationalizes Kentik’s post-sale revenue strategy through rigorous forecasting, capacity modeling, and performance analytics—ensuring scalable growth, retention, and expansion. As a key member of the Revenue Operations team, you’ll serve as a strategic partner to CX leadership, leading core operating cadences, proactively delivering executive-ready insights, and driving high-impact initiatives that strengthen retention and Net Revenue Retention (NRR). You will align segmentation, coverage design, and incentive planning to ensure lifecycle cohesion and sustainable growth. This role is ideal for a data-driven operator who thrives at the intersection of strategy and execution. Leveraging Kentik’s modern GTM systems and analytics ecosystem, you will translate complex data into clear actions, streamline processes, and drive accountability across the full customer lifecycle.

Requirements

• 8+ years of experience in Customer Experience, Sales, or Revenue Operations, with end-to-end ownership of forecasting, planning, and compensation across global or multi-segment sales organizations.
• 4+ years in high-growth B2B SaaS, scaling post-sale and GTM teams through data-driven operating models.
• Deep expertise in SaaS metrics, including ARR, NRR, churn, expansion, renewal forecasting, and capacity/coverage modeling.
• Hands-on experience with Gainsight (required), Salesforce (required), and modern Rev/CX tech stacks (CPQ, Gong, BI tools).
• Experience designing Customer Success operating models (segmentation, book-of-business, health frameworks).
• Proven ability to analyze complex data and deliver actionable insights on territory performance, productivity, and revenue optimization.
• Strong analytical and financial modeling skills; advanced Excel proficiency.
• Executive presence with the ability to influence cross-functional GTM leadership.
• Strategic thinker with strong operational discipline; adept at balancing long-term process transformation with daily execution.

Responsibilities

• Lead Global CX Operations : Own and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion, including segmentation, capacity planning, and coverage design.
• Customer Health & Lifecycle Strategy: Operationalize health scoring, churn risk modeling, and lifecycle metrics to improve retention and NRR.
• Renewal & Expansion Forecasting: Drive rigorous renewal forecasting, pipeline integrity, and performance accountability with clear KPIs and inspection cadence.
• Services Operations & Capacity Planning: Partner with Services leadership to establish delivery forecasting, utilization modeling, resource planning, and performance reporting as the organization scales.
• CX Org Design: Align roles, books of business, and resource allocation to ARR mix, complexity, and growth targets.
• Own the CX Technology Stack: Lead strategy and administration of Gainsight and Salesforce, ensuring data integrity, integrations, automation, and scalable reporting to drive retention and expansion.
• Executive Reporting & Planning: Deliver clear, data-driven narratives and performance insights to senior leadership. Lead preparation of executive reports, QBRs, and Board presentations that drive informed decision-making and business alignment.
• Performance Management & Insights: Deliver proactive reporting, dashboarding, and analysis of performance, including pipeline health, territory effectiveness, capacity utilization, and coverage optimization.
• Strategic Partnership: Partner with Sales, Marketing, and Finance leadership to develop and operationalize strategies that enable the customer experience organization to scale effectively and achieve performance goals.

Benefits

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed