Senior Director, Customer Strategy and Operations
About The Position
As Senior Director, Customer Strategy & Operations, you will own the strategy, cadence, and operational infrastructure that powers Decagon’s post-sales execution at scale. You’ll act as the operational backbone for deployment and steady-state delivery—standardizing how we launch complex enterprise customers, improving visibility and forecasting across teams, and partnering with Sales/GTM to ensure deals are scoped for success before they close. This is a senior, in-office leadership role with broad cross-functional influence. You’ll lead and grow a high-impact internal team, drive company-critical initiatives spanning Product, Engineering, Sales, and Customer Success, and build repeatable systems that increase launch predictability, reduce downstream risk, and improve customer outcomes as Decagon scales rapidly.
Requirements
- 10+ years of experience with director-level scope in Strategy & Operations, BizOps, post-sales operations, CX operations, delivery operations, or adjacent functions.
- Demonstrated ability to diagnose ambiguous problems, drive structured workstreams, and influence senior stakeholders.
- Experience scaling a post-sales, CX, or delivery organization during hypergrowth—building playbooks, operating cadences, and resourcing/capacity planning systems.
- Strong executive communication and trust-building skills; ability to align cross-functional leaders and drive decisions with clarity and rigor.
- Comfort operating in fast-moving, ambiguous environments where you build structure while maintaining momentum.
Nice To Haves
- Direct experience partnering with Sales/GTM on deal scoping, success readiness, and pre-close operational rigor.
- Background in B2B SaaS, enterprise software, or AI-adjacent companies.
- Prior experience building an operations function from scratch or leading it through early scale.
Responsibilities
- Build and scale customer operations
- Develop and maintain repeatable processes that improve deployment consistency and ongoing customer operations.
- Establish operating rhythms and reporting that create visibility into delivery health, risks, and key bottlenecks.
- Drive planning and resourcing practices that support predictable execution as the business scales.
- Strengthen cross-functional execution
- Partner with GTM to improve upfront alignment on customer goals, scope, and readiness.
- Lead cross-functional initiatives with Product and Engineering to unblock execution and improve outcomes.
- Own issue management and escalation handling to keep delivery and customer results on track.
- Lead and grow a high-performing team
- Manage and develop a Strategy & Operations team focused on operational excellence and scalability.
- Hire and coach for high ownership and strong execution, emphasizing durable systems over one-off fixes.
Benefits
- Medical, dental, and vision benefits
- Take what you need vacation policy
- Daily lunches, dinners and snacks in the office to keep you at your best
- $270K – $350K + Offers Equity
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
