Senior CS Operations Director

The Sr. Director of CS  Strategy & Operations, will be a key leader in driving operational efficiency, strategic planning, and data-driven decision-making within the Customer Success team. This role will focus on leveraging data and insights to optimize processes, systems, and tools, enabling the teams to deliver exceptional customer experiences, reduce time to resolution, and scale effectively as the company grows.  This role will be a key contributor to high visibility strategic initiatives, and act as a key member of the CS and GTM Strategy leadership team.  It is a deeply collaborative and cross functional role, and is a critical piece of shaping our customer journey and improving retention.

What You'll Do

• Develop, enforce, and iterate on an Operating Cadence for the CS functions to ensure visibility and transparency into the internal rhythm and operational deliverables of the business, and aligned expectations across functional groups
• Assess the effectiveness of existing forecasting processes, and create + implement new frameworks where necessary, while working with cross functional stakeholders to ensure process alignment (ex. Renewal forecasting responsibility between Sales and Customer Success)
• Oversee the selection and optimization of tools, systems, and applications that are currently in the Yext tech stack, or are identified as necessary to support the requirements of the business.  This will include significant collaboration with IT + BizApps in technical selection, implementation, and configuration design + execution
• Work as a business partner to the Yext Insights and Business Intelligence teams to develop requirements on which KPIs are critical to support visibility into the business, and will produce meaningful actionable insights
• Partner with CX and Sales leadership in formulating the strategic vision of each functional group, including organizational structure, coverage and engagement models, key business processes, and the post-sale customer journey
• Improve and iterate on the process of customer sentiment management, including what data/feedback to capture and where, what insights to derive from data, and how to communicate to the business + operationalize
• Identify inefficiencies and implement automation strategies to streamline CS workflows, improving scalability and reducing manual efforts.
• Define and refine CS processes that drive customer adoption, expansion, and retention, ensuring alignment with business objectives.
• Lead change management efforts for new processes, tools, and strategies, ensuring adoption and alignment across teams.

What You Have

• 10+ years of general experience in strategy/operations roles (Strategic Planning, Corporate Strategy, Consulting, Revenue Operations, etc).  SaaS based experience in a publicly traded company strongly preferred
• Demonstrated experience leading strategy, operations, or analytics teams within a Customer Success, Revenue or GTM function.
• Ability to work independently and in a fast paced environment with tight deadlines, with minimal supervision
• Strong ability to structure ambiguous problems, analyze complex data, and derive insights that drive strategic decision-making.
• Experience shaping the structure, engagement models, and operational frameworks of a growing organization.
• Proficiency in commonly used sales tools (Salesforce, Clari, Zendesk, Tableau, etc), including basic admin and reporting
• Experience in data analysis - deriving actionable insights from complex data sets
• Moderate to advanced understanding of commercial principles (deal structuring, proposal management) and pricing & packaging
• General understanding of finance and accounting principles preferred (GAAP, SOX, FASB/ASC 606, etc) 
• Comfortable in program management, gathering and documenting business requirements, presenting findings to executive stakeholders of all levels
• Experience presenting to and influencing C-level executives and senior stakeholders.  

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