Director of Customer Operations

Delinea•Redwood City, CA

About The Position

The Director of Customer Operations is a key leadership role responsible for shaping and executing the strategic vision for customer experience at Delinea. This position involves leading the Customer Operations team to enhance customer satisfaction and retention while fostering sustainable business growth. The Director will collaborate with the Customer Experience executives to align customer operations with corporate strategy, driving initiatives that deliver measurable results and optimize customer journeys across all touchpoints. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty.

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
Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment
Excellent verbal and written communication skills

Nice To Haves

Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc., or high growth cyber security companies

Responsibilities

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.

Benefits

We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

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