Principal, Customer Operations

Qlik•Boston, MA

1d•$160,000 - $180,000•Remote

About The Position

A Gartner® Magic Quadrant™ Leader for 15 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster. We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities. The Principal, Customer Success Operations Role This role will serve as the strategic right hand to the VP of Customer Success Operations, driving cross-functional initiatives and ensuring Qlik's CS Operations function delivers consistent, scalable, and measurable outcomes. Reporting directly to the VP of CS Operations, this is a high-visibility, high-impact position that blends the strategic oversight of a Chief of Staff with deep operational ownership across Renewals & Retention, Customer Health & Lifecycle, Data & Analytics, Tools & Systems, and Enablement & Training. This is a succession-track role designed for a seasoned operator ready to grow into VP-level leadership. What makes this role interesting? You will operate at the intersection of strategy and execution — partnering directly with the VP of CS Operations to shape the future of how Qlik serves and retains its global customer base. The role offers unparalleled breadth, giving you ownership across every pillar of CS Operations while developing the executive presence and organisational influence needed to lead at the next level. You will help define the strategic roadmap for CS Operations, drive alignment across Customer Success, Product, Engineering, and Finance, and leave a lasting mark on how Qlik scales its customer outcomes function. Here’s how you’ll be making an impact: You will serve as a strategic extension of the VP of CS Operations — leading critical initiatives, representing the function in cross-functional forums, and ensuring the organization moves with clarity and urgency against its most important priorities. You will help shape the long-term vision and operating model for CS Operations, translating strategic direction into executable plans with clear owners, milestones, and success metrics. You will drive operational excellence across Renewals & Retention and Customer Health & Lifecycle — identifying risks, surfacing trends, and partnering with CS leaders to develop proactive intervention strategies that protect and grow Qlik's revenue base. You will ensure that customer health frameworks, lifecycle playbooks, and renewal processes are consistently applied, continuously improved, and deeply integrated into how Qlik's customer-facing teams operate. You will oversee the integrity and evolution of Qlik's CS data and analytics infrastructure, ensuring that leaders at every level have the reporting, dashboards, and predictive insights they need to make faster, better decisions. You will govern the tools and systems ecosystem — including CRM and Customer Success Platforms — setting standards for adoption, data hygiene, and workflow optimization that scale with the business. You will champion Enablement & Training as a strategic lever, partnering with CS leadership and People teams to ensure that Qlik's Customer Success organization is equipped with the skills, knowledge, and resources to deliver exceptional outcomes at every stage of the customer journey. Outcomes will include stronger renewal rates, improved customer health scores, higher CS team productivity, and a more connected and capable CS Operations function that serves as a competitive differentiator for Qlik. Your work will directly shape Qlik's ability to retain and grow a 40,000+ customer base — and position you to step into VP-level leadership as the function continues to scale.

Requirements

8 to 12 years of progressive experience in Customer Success, CS Operations, or a related GTM function within a B2B SaaS or enterprise software environment, with a demonstrated track record of driving strategic outcomes at scale.
Exceptional executive presence and communication skills — able to influence senior stakeholders, navigate organizational complexity, and represent the CS Operations function with clarity and credibility at the leadership level.
Deep expertise across the core pillars of CS Operations, including renewals and retention strategy, customer health and lifecycle management, data and analytics, CRM and CS platform governance, and enablement program design.
Experience operating in a Chief of Staff or senior strategic capacity, including managing cross-functional initiatives, driving operating rhythms, and translating ambiguous business challenges into structured plans and measurable results.
Strong analytical and data fluency, including the ability to build and interpret CS performance frameworks, define leading indicators of customer health, and leverage platforms such as Gainsight, Salesforce, or comparable tools.
A collaborative, low-ego leadership style paired with the strategic vision, operational discipline, and executive maturity to serve as a successor to VP-level leadership.

Responsibilities

You will serve as a strategic extension of the VP of CS Operations — leading critical initiatives, representing the function in cross-functional forums, and ensuring the organization moves with clarity and urgency against its most important priorities.
You will help shape the long-term vision and operating model for CS Operations, translating strategic direction into executable plans with clear owners, milestones, and success metrics.
You will drive operational excellence across Renewals & Retention and Customer Health & Lifecycle — identifying risks, surfacing trends, and partnering with CS leaders to develop proactive intervention strategies that protect and grow Qlik's revenue base.
You will ensure that customer health frameworks, lifecycle playbooks, and renewal processes are consistently applied, continuously improved, and deeply integrated into how Qlik's customer-facing teams operate.
You will oversee the integrity and evolution of Qlik's CS data and analytics infrastructure, ensuring that leaders at every level have the reporting, dashboards, and predictive insights they need to make faster, better decisions.
You will govern the tools and systems ecosystem — including CRM and Customer Success Platforms — setting standards for adoption, data hygiene, and workflow optimization that scale with the business.
You will champion Enablement & Training as a strategic lever, partnering with CS leadership and People teams to ensure that Qlik's Customer Success organization is equipped with the skills, knowledge, and resources to deliver exceptional outcomes at every stage of the customer journey.

Benefits

Genuine career progression pathways and mentoring programs.
Culture of innovation, technology, collaboration, and openness.
Flexible, diverse, and international work environment.
Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs.
medical, dental, and vision coverage life and AD&D, short and long-term disability coverage, paid time off, paid parental / maternity leave, participation in a 401(k) program that includes company match, and many other additional voluntary benefits.

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