Attentive

Director, Customer Success Operations

Job Description

About the Role
As the Director of Customer Success Operations at Attentive, you will lead and optimize the rhythm around revenue and retention performance for our Customer Success team. This role reports to the VP of Revenue Operations, partnering closely with CS Leadership. You will own the cadence, forecasting rigor, segmentation and capacity model, and data integrity required to run the CS business with clarity and accountability. You’ll combine strategic thinking with hands-on operational leadership–building scalable processes, delivering actionable insights, and ensuring our teams have the goals, tools, and customer health signal infrastructure to proactively reduce churn and accelerate growth.


What You’ll Accomplish
  • CS Quota & Goal-Setting: Own the end-to-end annual and quarterly goal-setting process for CS (retention/renewals and expansion, as applicable), including target methodology, goal allocation, and ongoing calibration in partnership with CS Leadership, RevOps, and Finance
  • Renewals Forecasting & Model Operations: Build and run a high-rigor renewals forecasting operating rhythm—owning the renewal forecast model, inspection cadence, risk taxonomy, and early-warning mechanisms to improve predictability and drive proactive intervention
  • Customer Revenue Model & Operations: Own the underlying customer revenue operating model (what renews when, where risk sits, what drives NDR/GRR outcomes) and translate it into clear operating mechanisms, dashboards, and processes that CS teams can run weekly
  • Post-Sale Performance Insights: Deliver clear performance storytelling for the CS organization—drivers of churn/retention/expansion, cohort trends, and recommended actions—and partner with CS Leadership to turn insights into execution
  • Customer Segmentation & Territory / Book Management: Define and maintain customer segmentation and book-of-business management principles; partner with CS Leadership to align coverage models to customer needs and business goals
  • CS Capacity Planning: Own CS capacity and coverage planning (ratios, book sizing, ramp assumptions, workload drivers) and translate it into hiring/coverage recommendations in partnership with CS Leadership and FP&A
  • CS Data Integrity & Operating Hygiene: Own post-sale data integrity standards (definitions, required fields, lifecycle stages) and enforce operating hygiene so forecasting, reporting, and workflows are reliable and scalable
  • Team Leadership & Development: Lead a team of 5, defining the right org structure and assessing current coverage and operating mode. Build an enablement and quality bar that scales with the business

    • Your Expertise
  • Proven experience (8+ years) in Revenue Operations, Business Analytics, or related roles, preferably in a B2B SaaS company
  • Excellent analytical skills, with the ability to analyze complex data sets and market dynamics
  • Exceptional communication and presentation skills, with the ability to effectively articulate complex concepts
  • Strong understanding of SaaS business models, go-to-market strategies, and customer success processes
  • Demonstrated success in leading teams and driving cross-functional alignment across multiple stakeholders across all levels
  • Strong leadership capabilities, with experience in building and developing high-performing teams

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