Customer Success and Services Operations Director

Ontic; United States; Remote; USD 150,000 - 170,000; Full time

Job summary

An innovative firm is seeking an Operations Director to enhance client experience and operational efficiency. This role involves partnering with leadership teams to drive effective service engagements, establish key business processes, and provide actionable insights. The ideal candidate will have extensive experience in client success management and sales operations, leveraging tools like Salesforce and Clari to optimize performance. Join a dynamic team focused on delivering exceptional value to clients while fostering a collaborative and inclusive work environment. If you're passionate about making a difference in client relationships and driving business growth, this opportunity is for you.

Benefits

Medical, Vision & Dental Benefits

401k

Stock Options

HSA Contribution

Learning Stipend

Flexible PTO Policy

Quarterly company ME days

Generous Parental Leave policy

Home Office Stipend

Mobile Phone Reimbursement

Qualifications

• 7-10 years experience in Client Success, Customer Experience or Services Operations.
• Strong written and verbal communication skills, and experience as a strategic business partner.

Responsibilities

• Drive effective implementation of new logo, expansion, and renewal motions.
• Prepare regular reporting on business results & key trends for leadership.

Skills

Client Success Management

Sales Operations

Data Analysis

Communication Skills

Strategic Planning

Education

Bachelor's Degree

Tools

Salesforce

Clari

Domo

GuideCX

ZoomInfo

Google Office Suite

Slack

Job description

Who We Are

Ontic makes software that corporate and government security professionals use to proactively manage threats, mitigate risks, and make businesses stronger. Built by security and software professionals, the Ontic Platform connects and unifies critical data, business processes, and collaborators in one place, consolidating security intelligence and operations. We call this Connected Intelligence. Ontic serves corporate security teams across key functions, including intelligence, investigations, GSOC, executive protection, and security operations.

As Ontic employees, we put our mission first and value the trust bestowed upon us by our clients to help keep their people safe. We approach our clients and each other with empathy while focusing on the execution of our strategy. And we have fun doing it.

Who You Are

Ontic is looking for an Operations Director to serve as the primary strategic business partner to our Client Experience (Success + Services) Leadership teams, with responsibility for building an operations infrastructure that helps to drive effective + efficient services engagements with our Clients & supports best-in-class renewal + expansion motions.

Reporting into a team led by our VP of RevOps, which sits as an independent operational org reporting to our COO, and operating as a strategic business partner to these functional groups, you will work directly with our C-Suite & Senior Leadership Teams, helping to drive go-to-market strategy and ensure key objectives and priorities are met across the company. This individual will be responsible for critical components of the GTM motion including but not limited to, renewal + NDR planning, client experience processes & infrastructure, renewal reporting, services attach rate reporting, analysis & intelligence, and productivity analyses. This is an individual contributor role with the potential to scale and build the function as the company grows.

Responsibilities

• Partner with client experience management teams to drive effective implementation of our new logo, expansion + renewal motions, including maintaining regular check-ins with Leadership and ICs to understand how results are tracking against plan; providing insights on trends + areas for improvement, establishing operating rhythms and enabling strategic directives.
• Establish and evolve key business processes and cross-functional handoffs to drive efficiency + build for future growth like renewal lifecycle processes, QBRs, forecasting, account loading, compensation + quota allocation, staffing pipeline, churn risk management, client health, client adoption/consumption.
• Prepare regular reporting and presentations on business results & key trends to help the leadership team understand how we are tracking to our goals, where there is risk and where there are successes to be replicated.
• Manage and become an expert in all of our KPIs tied to Client Success (ARR, bookings, renewal rates, pipeline, conversion rates, net dollar expansion, etc) and Services (margin, utilization, attach rate, time to implement, etc) as part of a strategic RevOps team responsible for driving accountability to outcomes and cross-functional alignment.
• Monitor and analyze business performance trends on a consistent cadence.
• Provide meaningful, actionable insights, advice, and recommendations on historic and the future performance to leadership.
• Drive core components of our operating rhythm, including the Client Experience section of our weekly ELT datapack, quarterly company Ops Reviews and board reporting.
• Implement and maintain business processes to increase data integrity and accuracy.
• Ensure consistent definitions, calculations and use of critical metrics company-wide.
• Drive forecasting cadence to enable predictability & accuracy in our quarterly + annual target attainment; ensuring Services + Client Success leadership teams partner with Sales team to understand pipeline + expansion potential; measure + coach on accuracy, account risk indicators and productivity trends.
• Build peer support and strong inter-company relationships with other key management and partner with them on various projects and initiatives.
• Manage + guide on the tool stack that supports the CX organizations and ensure accurate use via ongoing sales training in partnership with the Enablement team.
• Drive cross-functional alignment with key partnered organizations like Sales, Marketing, Engineering and Product to enable successful end-to-end execution of key Client Experience initiatives.

Preferred Qualifications

• 7-10 years experience in Client Success, Customer Experience or Services Operations; Sales Operations acceptable with other applicable experience.
• Mature understanding of GTM + client-facing SaaS strategies, experience translating them into system and process requirements & history of delivering business impact.
• Salesforce.com subject matter expert with fluency in creating reports, improving processes & managing dashboards.
• Proven experience leveraging and managing GTM technology platforms; current tech stack includes Salesforce, Clari, Domo, GuideCX, ZoomInfo, Google Office Suite, Slack.
• Strong written and verbal communication skills, and experience as a strategic business partner.
• Bachelor's degree or equivalent work experience.

$150,000 - $170,000 a year

Our salary ranges are based on paying competitively for our size and industry and are one part of the total compensation package that also includes a bonus plan, equity, benefits, and other opportunities at Ontic. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks, please contact us at [e-mail] or call [phone].

Ontic does not provide sponsorship for employment visas or work authorization for this role. Applicants must be legally authorized to work in the US without requiring sponsorship, now or in the future.

Ontic Benefits & Perks

Competitive Salary

Medical, Vision & Dental Benefits

401k

Stock Options

HSA Contribution

Learning Stipend

Flexible PTO Policy

Quarterly company ME (mental escape) days

Generous Parental Leave policy

Home Office Stipend

Mobile Phone Reimbursement

Home Internet Reimbursement for Remote Employees

Anniversary & Milestone Celebrations

Ontic is an equal-opportunity employer. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law.

All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data.