Director customer operations

Nutanix; Des Moines (IA); Remote; USD 248,000 - 374,000; Full time

Job summary

Join a leading company as a Director of Customer Success Operations, focusing on building scalable programs to drive customer success under expert leadership. You will lead efforts to optimize the customer journey and collaborate cross-functionally to improve customer experiences, ensuring that customer needs are prioritized and effectively addressed. This role offers a flexible working arrangement and competitive compensation in the tech industry.

Benefits

Sign-on bonus

Restricted stock units

Full range of medical benefits

401(k) eligibility

Paid time off benefits

Qualifications

• Experience in leadership roles with Customer Success or Business Operations.
• Proven ability to scale CX operations in a SaaS/B2B context.
• Strong analytical skills with relevant tool proficiency required.

Responsibilities

• Design and implement scalable processes and tools for the CX team.
• Develop metrics and reporting frameworks to track customer health.
• Collaborate with various departments to enhance customer experience.

Skills

Customer Success

Data Analysis

Project Management

Cross-Functional Collaboration

Analytical Skills

Tools

Salesforce

PlanHat

Tableau

Job description

Director, Customer Success Operations

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a passionate, innovative, and customer-centric individual who thrives on building and delivering scalable enablement programs? If so, join our team as a Senior Customer Experience Program Manager to manage and drive the success of our dynamic Customer Experience team. You will have the opportunity to join a dynamic team at Nutanix that is dedicated to transforming customer experience under the guidance of experienced leadership and with the overwhelming support of the CEO.

About the Team

The Customer Experience team at Nutanix is dedicated to building a robust, technical customer success capability, supporting the company's strategic transition to a subscription model. This team focuses on driving customer adoption, enhancing customer experience and driving customer expansion. The culture within the team emphasizes collaboration, technical capability, and hands-on engagement with customers, all aimed at ensuring that customer needs are prioritized and executed flawlessly.

You will report to the Leader of Customer Experience and Professional Services, who fosters a supportive and collaborative work environment where your contributions will be valued.

Your Role

• Operational Strategy: Design and implement scalable processes, systems, and tools to support the Customer Experience team.

• Data & Insights: Design, develop, maintain and evolve metrics, dashboards, KPIs, and reporting frameworks to track customer health, churn, and engagement.

• Technology Management: Own the CX tech stack, ensuring tools are optimized and integrated.

• Customer Journey Optimization: Identify friction points and opportunities across the customer lifecycle to improve onboarding, adoption, consumption, value realization and renewal.

• Cross-Functional Collaboration: Partner with Sales, Support, Professional Services, Product Management, Marketing and Executive Leadership to align on customer feedback and customer advocacy programs.

• Team Enablement: Lead playbook and best practices development to improve CX team performance and consistency.

• Forecasting & Planning: Assist in headcount planning, capacity modeling, and budget forecasting for the CX organization.

What You Will Bring

• Experience in Customer Success, Professional Services or Business Operations in a leadership role

• Proven experience scaling CX operations in a SaaS or B2B environment

• Strong analytical skills with proficiency in tools such as Salesforce, PlanHat and Tableau

• Excellent project management and cross-functional collaboration/execution skills

• Strategic thinker with a bias for action and continuous improvement

• Passion for improving the customer experience through data-driven strategies

• Exceptional communication and leadership abilities

Work Arrangement

Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.

The pay range for this position at commencement of employment is expected to be between USD $248,800 and USD $373,200 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, the employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.

We're an Equal Opportunity Employer Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [e-mail].