Director, Post Sale Operations
About The Position
BuildOps is seeking an experienced Director, Post-Sale Operations to lead the planning, strategy, and insights that drive our Customer Success (CS) organization. Reporting directly to the VP of Revenue Operations, this role will be responsible for building and optimizing the operational engine of Customer Success — developing processes, analyzing data, and delivering insights that translate into measurable improvements in retention, customer health, and revenue outcomes. This leader will work cross-functionally with Support, Implementation, Sales, Finance, Product, and Enablement to ensure alignment, visibility, and a unified customer experience.
Requirements
- 8+ years of experience in Customer Success, Revenue Operations, or related roles in B2B SaaS.
- Experience in leadership roles supporting or leading Customer Success organizations.
- Proven ability to build and operationalize frameworks for retention, capacity modeling, and post-sale metrics.
- Strong analytical and technical foundation - Salesforce, Gainsight, and BI/reporting tools.
- Exceptional stakeholder management skills; able to influence across functions without direct authority.
- Experience guiding organizations through scale and transformation.
Responsibilities
- Customer Success Operations Leadership Partner closely with the VP of CS and RevOps to define and execute the operating model for the CS organization — including capacity frameworks, territory models, hand-offs, and escalation processes.
- Lead strategic planning for CS — annual planning, segmentation, and coverage models — to ensure resources align with customer and business priorities.
- Establish and manage the operating cadence for Customer Success, including leadership reviews, business performance reporting, and quarterly planning.
- Data, Insights & Analytics Develop and maintain key post-sale performance metrics, including customer health scoring, churn forecasting, and CSM productivity.
- Partner with data and product analytics teams to enhance visibility into product usage, adoption, and value realization.
- Provide data-driven insights for executive and board reporting, focusing on retention, risk mitigation, and expansion opportunities.
- Tooling & Process Enablement Own the CS tech stack strategy — including Gainsight, Salesforce, Gong, and related systems — ensuring tools are optimized for team effectiveness and reporting visibility.
- Build frameworks for CSM activity tracking and capacity analytics to inform resourcing and identify optimizations.
- Create manager-level dashboards for customer health, compliance, and expansion opportunities.
- Cross-Functional Collaboration Work with Sales, Implementation and Support leaders to ensure seamless handoffs, shared visibility, and aligned customer experience metrics.
- Partner with Finance and RevOps to deliver cohesive planning, forecasting, and reporting.
- Collaborate with Product to ensure customer feedback, usage data, and churn insights directly inform roadmap and prioritization discussions.
Benefits
- Generous equity grant, become an owner in our company!
- Macbook computer provided
- A comprehensive benefits package
- Flexible PTO and hybrid work schedules
- Work from home stipend
- Hubs in Los Angeles, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
- Company events like BBQs and team-building activities, both in-person and virtual
- Fast-paced, collaborative, and dynamic work environment
- Opportunities for growth and career advancement
- Chance to work with cutting-edge technology and innovative solutions
- The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
251-500 employees
