Lead the design and execution of a scalable operating model for customer success teams, focusing on customer journey mapping and retention forecasting.
About Sayari:
Sayari is the transparency company providing the public and private sectors with immediate visibility into complex commercial relationships by delivering the largest commercially available collection of corporate and trade data as a dynamic model of global ownership and trade activity. Sayari’s solutions harness this model to enable risk resilience, complex investigations, and clear-eyed business decisions. Sayari is headquartered in Washington, D.C., and its solutions are used by thousands of frontline analysts in over 35 countries.
Our company culture is defined by a dedication to our mission of using open data to enhance visibility into global commercial and financial networks, a passion for finding novel approaches to complex problems, and an understanding that diverse perspectives create optimal outcomes. We embrace cross-team collaboration, encourage training and learning opportunities, and reward initiative and innovation. If you like working with supportive, high-performing, and curious teams, Sayari is the place for you.
POSITION DESCRIPTION
As Director of Customer Success Operations & Strategy, you will lead the design and execution of a scalable operating model for our global post-sale teams—including CS, Support, and Professional Services. Your mandate is to ensure that every customer touchpoint is aligned, actionable, and contributes to value realization and retention.
You’ll be responsible for customer journey mapping, end-to-end retention forecasting, and driving automation and process excellence via platforms like Gainsight and Salesforce. You will also bring a forward-leaning perspective on the use of AI tools and workflow technologies to increase CSM productivity, reduce churn risk, and optimize the customer lifecycle.
This role requires both systems-level thinking and hands-on execution, with high collaboration across GMs, Product, RevOps, and Finance.
Job Responsibilities
- Design and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, and renewal—then translate that journey into system workflows, lifecycle metrics, and team accountability
- Build and continuously improve retention forecasting models and renewal process infrastructure to enable accurate risk tracking and proactive CS action
- Own Gainsight configuration and automation, including health scoring, playbooks, timeline cadences, and rule-based triggers to support scalable CSM workflows
- Evaluate and deploy AI-based tools that enhance CSM productivity, deliver proactive insights, and streamline customer engagement
- Lead the development of CSM coverage models, capacity planning, and segmentation strategies across post-sale functions
- Partner with GMs, Product, and CS leadership to align journey stages with customer value delivery and product engagement
- Define and track KPIs across the customer lifecycle, delivering dashboards and executive reporting on GRR, NRR, churn, usage, and retention risk
- Drive coordination across cross-functional partners—Finance, Sales, Systems, Product, Support—to ensure alignment across teams and tools
Required Skills & Experience
- 8+ years in Customer Success Operations, Revenue Operations, or GTM strategy in a high-growth SaaS environment
- Demonstrated experience designing and embedding customer journeys within CS systems and processes
- Strong expertise in Gainsight, Salesforce, and journey-based lifecycle modeling
- Deep knowledge of retention forecasting, renewals infrastructure, and post-sale performance metrics
- Experience with AI tools that support CS workflow automation and proactive risk identification
- Strategic thinker with hands-on ability to build dashboards, automate playbooks, and improve workflows
- Proven ability to collaborate cross-functionally and influence at senior levels
Preferred Skills & Experience
- Experience in B2B SaaS with complex or data-rich products
- Experience in US Federal and international government markets
- Familiarity with DealHub, Gong, Outreach, Hubspot, Zoominfo, LeanData
- Proven playbook in customer journey design, service blueprints, and lifecycle ops
Benefits:
· 100% fully paid medical, vision, and dental for employees and their dependents
· Generous time off; we observe all US federal holidays, close our office for a winter break (12/24-12/31), in addition to granting 18 PTO days and 10 sick days
· Outstanding compensation package; competitive commissions for revenue roles and quarterly bonuses for non-revenue positions
· A strong commitment to diversity, equity, and inclusion
· Eligibility to participate in additional benefits such as 401k match up to 5%, 100% paid life insurance (up to $100,000 coverage),, and parental leave
· A collaborative and positive culture - your team will be as smart and driven as you
· Limitless growth and learning opportunities
Sayari is an equal opportunity employer and strongly encourages diverse candidates to apply. We believe diversity and inclusion mean our team members should reflect the diversity of the United States. No employee or applicant will face discrimination or harassment based on race, color, ethnicity, religion, age, gender, gender identity or expression, sexual orientation, disability status, veteran status, genetics, or political affiliation. We strongly encourage applicants of all backgrounds to apply.
Top Skills
Ai Tools
Dealhub
Gainsight
Gong
Hubspot
Leandata
Outreach
Salesforce
Zoominfo
Similar Jobs
Software
The Director of Customer Success Operations will lead operational initiatives across customer functions, optimizing post-sales processes and driving customer retention and satisfaction.
Top Skills:
SalesforceZendesk
Aerospace • Artificial Intelligence • Hardware • Robotics • Security • Software • Defense
Deploy and maintain Anduril's hardware and software for military capabilities, troubleshoot installation issues, and ensure system supportability.
Top Skills:
C++GoPythonRust
Artificial Intelligence • eCommerce • Information Technology • Internet of Things • Automation
The Principal Customer Success Manager drives customer engagement, retention, and revenue growth while mentoring teams and aligning strategies with business objectives.
Top Skills:
GainsightMicrosoft Office SuiteServicenow
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
