Customer Success Field Operations Director

Ladders; United States; Remote; USD 128,000 - 179,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Business Travel Protection

Referral Bonus Program

Job summary

Ladders in the United States is seeking a Customer Success Field Operations Director to shape the operational strategy supporting Customer Success leadership, with a focus on forecasting, reporting, and performance visibility across the organization.

This remote role partners with Finance and Revenue Operations to strengthen process discipline, improve metric accuracy, and enable data-driven decisions in a fast-moving SaaS environment.

Qualifications

• 5-8 years in Revenue Operations, Customer Success Operations, Sales Strategy or Business Operations.
• 5+ years in software industry and cloud platforms, B2B, SaaS experience.
• Bachelor's degree; MBA or CPA is a plus.
• Executive presence with strong communication; influence-led leadership.
• Analytical, problem-solving and highly organized with attention to detail.

Responsibilities

• Act as trusted advisor to Customer Success leadership, influencing strategy and execution.
• Implement revenue operating model across the Customer Success org.
• Lead renewal forecasting and ATR metrics for accuracy and consistency.
• Drive segmentation, coverage, and capacity planning aligned with goals.
• Establish best practices for reporting, forecasting, and revenue processes.
• Oversee creation and distribution of retention and renewal metrics for BI.
• Collaborate with Finance and Revenue Operations for accurate reporting.

Skills

Executive presence

Communication

Leadership by influence

Analytical

Problem-solving

Attention to detail

Collaboration

Education

Bachelor's degree in business

MBA

CPA (plus)

Tools

Salesforce

Clari

Microsoft Excel

Gainsight

Tableau

Job description

For our client, we are seeking a Customer Success Field Operations Director to join the team of a leader in the Enterprise Technology space.

This role will shape the operational strategy that supports Customer Success leadership, with a focus on forecasting, reporting, and performance visibility across the organization. You will partner closely with Finance and Revenue Operations to strengthen process discipline, improve metric accuracy, and support data-driven decisions. The position is well suited for someone who can influence senior stakeholders, translate strategy into execution, and bring structure to a fast-moving SaaS environment.

Location: Remote

Compensation: $128,000 – $179,333 annually

Responsibilities

• Act as a trusted advisor to Customer Success leadership, influencing strategy and execution.
• Implement the revenue operating model across the Customer Success organization.
• Lead renewal forecasting and manage available-to-renew (ATR) metrics for accuracy and consistency.
• Drive segmentation, coverage, and capacity planning processes in alignment with corporate goals.
• Establish best practices for reporting, forecasting, and revenue process optimization.
• Oversee the creation and distribution of retention and renewal metrics essential for business intelligence.
• Collaborate with Finance and Revenue Operations to ensure accurate reporting and forecasting.

Qualifications

• 5-8 years of relevant experience in Revenue Operations, Customer Success Operations, Sales Strategy, or Business Operations.
• 5+ years of experience in the software industry and cloud platform businesses, particularly in B2B, HCM, or SaaS technology.
• Bachelor's degree in a business-related discipline; MBA and/or CPA is a plus.
• Strong executive presence and communication skills, with the ability to lead through influence.
• Excellent analytical, problem-solving, and organizational skills with high attention to detail.
• Proficiency in Salesforce, Clari, Microsoft Excel, and other revenue analytics tools; experience with Gainsight or Tableau is advantageous.
• Ability to work in a fast-paced, collaborative environment.

Benefits

• Global Wellness Days: Two paid wellness days off each year for team-wide recharge.
• Birthday Time-Off: A paid day off on your birthday or another day of your choice in your birthday month.
• Volunteer Time Off (VTO): 40 hours of paid VTO annually for community initiatives.
• Employee Assistance Program (EAP): Free, confidential counseling and resources available 24/7.
• Business Travel Protection: Comprehensive support during business travel for safety and medical needs.
• Referral Bonus Program: Monetary bonuses for successfully referring candidates to open roles.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.