Sr. Director, Global Sales & CS Operations

Smarsh•Portland, OR

1d•$210,000 - $280,000

About The Position

Smarsh is seeking a Senior Director to lead Global Sales and Customer Success Operations end-to-end. The role owns the operational engine supporting ARR growth, including territories, quotas, forecasting, incentives, renewals, and expansion across direct and channel sales, new business and post-sale, and SMB through Strategic accounts. The leader will build and develop the Sales & CS Operations team, own reporting and analytics, and set the go-to-market tooling strategy in partnership with Sales, Customer Success, Finance, Marketing, and Enterprise Applications. Enterprise Applications owns the CRM itself; this role defines systems requirements and priorities rather than administering CRM. The position reports to the VP, Revenue Operations. The Senior Director will establish repeatable operating processes that can scale with the business, be a trusted partner to senior stakeholders, and turn data into actionable recommendations. The role will also identify and implement AI-enabled tools and workflows that improve productivity, forecasting, and the customer lifecycle, while supporting the company's evolution toward selling AI products and consumption-based pricing.

Requirements

8+ years of experience in Sales Operations or Revenue Operations roles, including experience leading teams and managing managers.
Track record owning the full Sales and Customer Success Operations stack, including quotas, territories, forecasting, compensation and incentive design, and renewals and expansion workflows across SMB through Strategic accounts and direct and channel sales.
Strong analytical foundation, including the ability to build models and communicate a data narrative.
Experience influencing senior stakeholders and driving alignment in a matrixed organization.
Curiosity about AI and automation and a history of turning that interest into shipped improvements.
Working fluency with Salesforce and modern go-to-market technology sufficient to partner with Enterprise Applications; CRM administration is not required.

Nice To Haves

Experience managing global teams.
Background in management consulting or investment banking, or an MBA.
Experience with both SaaS and consumption-based pricing models.
Experience piloting and rolling out AI-driven productivity gains and/or agentic go-to-market processes.

Responsibilities

Hire, coach, and develop the Sales & CS Operations organization, building clear growth paths and a culture of accountability and ownership.
Own Sales Operations, including territory and quota design, pipeline and forecast management, and incentive and compensation plan design and execution across direct and channel sales and SMB through Strategic accounts.
Own Customer Success Operations, including renewal and churn reporting and forecasting, data hygiene, health scoring, and renewal and expansion workflows.
Own full-funnel reporting and analytics and translate complex data into clear, actionable recommendations for senior leaders.
Build business acumen across Sales and Customer Success, influence VP-level stakeholders, and align priorities across a matrixed organization.
Drive productivity gains for AEs, CSMs, and RevOps through AI-enabled tools and workflows; evolve the go-to-market engine toward agent-driven processes and support the shift to selling AI products, including consumption-based pricing.
Identify, pilot, and scale automation and AI approaches that improve forecasting, productivity, and the customer lifecycle.
Balance fast execution with durable, repeatable processes that support business growth.
Own the go-to-market tooling strategy by partnering with Enterprise Applications on the systems roadmap and defining requirements and priorities for Salesforce, sales engagement and intelligence platforms, BI, and compensation tools.
Run core operating mechanisms, including forecasting, pipeline and QBR cadence, planning, capacity, commissions governance, and Deal Desk.