Director, Global Sales & Customer Success Operations

Smarsh; Portland (OR); Hybride; USD 230 000 - 300 000; Plein temps

Résumé du poste

Smarsh is seeking a Senior Director to own Global Sales & Customer Success Operations end-to-end for a fast-growing software company. This leader runs the engine behind ARR growth—territories, quotas, forecasting, incentives, renewals, and expansion—across direct and channel, new business and post-sale, SMB through Strategic accounts.

You’ll build the team, own the data narrative, and set the GTM tooling strategy, partnering closely with Sales, CS, Finance, Marketing, and Enterprise

Qualifications

• 8+ years in Sales Operations or Revenue Operations roles, including experience leading teams.
• Experience owning end-to-end Sales & CS Ops stack: quotas, territories, forecasting, and renewals/expansion workflows.
• Strong analytical foundation and ability to tell a data-driven story to senior leaders.
• Experience influencing senior stakeholders in a matrixed organization.
• Genuine curiosity about AI/automation and a history of shipped improvements.
• Working fluency with Salesforce and modern GTM tech - sharp business partner to Enterprise Applications.

Responsabilités

• Build and lead a high-performing Sales & CS Ops team.
• Own territory and quota design, pipeline and forecast management.
• Develop incentive/comp plans and drive renewal/expansion workflows.
• Own CS Ops end-to-end: renewal and churn forecasting, data hygiene, health scoring.
• Drive the data-driven narrative with reporting and analytics across the funnel.
• Partner with cross-functional leaders and evolve GTM tooling strategy.
• Pilot AI-driven productivity gains and scale GTM processes.

Connaissances

Leadership

Analytical thinking

Stakeholder management

Global team leadership

AI & automation awareness

GTM strategy

Change management

Formation

MBA (preferred)

Management consulting or investment banking background (preferred)

Outils

Salesforce

BI tools

CRM platforms

Description du poste

Sr. Director, Global Sales & CS Operations

Team: Sales Support

Location: US - Atlanta, US - Portland, US - New York, US - San Ramon

Commitment: Full-Time

Workplace Type: hybrid

Salary:

The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting.

Any applicable bonus programs will be discussed during the recruiting process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. Local cost of living assessments are done for each new hire at the time of offer.

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

We're looking for a Senior Director to own Global Sales & Customer Success Operations end-to-end for a fast-growing software company. This leader runs the engine behind ARR growth - territories, quotas, forecasting, incentives, renewals, and expansion - across direct and channel, new business and post-sale, SMB through Strategic accounts. You'll build the team, own the data narrative, and set the GTM tooling strategy, partnering closely with Sales, CS, Finance, Marketing, and Enterprise Applications (who own the CRM itself).

Reports to

VP, Revenue Operations

You are

Scrappy, data-driven, people-first, and allergic to busywork - someone who'd rather fix the process than just report on it.

How will you contribute?

• Build and lead a high-performing team. Hire, coach, and develop a Sales & CS Ops organization; create clear growth paths and a culture of accountability and ownership.
• Own Sales Ops end-to-end. Territory and quota design, pipeline and forecast management, and incentive/comp plan design and execution that keep the sales engine running - across direct and channel, SMB through Strategic.
• Own CS Ops end-to-end. Renewal and churn reporting and forecasting, data hygiene, health scoring, and renewal/expansion workflows that scale Customer Success and drive retention and expansion ARR.
• Drive the data-driven narrative. Own reporting and analytics across the full funnel; turn complex data into clear, actionable recommendations for senior leaders.
• Be a trusted business partner. Build deep business acumen across Sales and CS; influence VP-level stakeholders and align priorities across a matrixed org without direct authority.
• Drive impact through AI. Unlock productivity gains for AEs, CSMs, and RevOps through AI-enabled tools and workflows; evolve our GTM engine toward agent-driven processes (e.g., prospecting); and support our GTM evolution to sell AI products, including the shift to consumption-based pricing.
• Challenge the status quo. Identify where automation and AI can improve forecasting, productivity, and the customer lifecycle; pilot and scale new approaches.
• Move fast, build for scale. Balance a bias to action with durable, repeatable processes that hold up as the business grows.
• Own the GTM tooling strategy. Partner with Enterprise Applications on the systems roadmap (Salesforce, sales engagement/intelligence platforms, BI, comp tools); define requirements and priorities - without owning CRM administration.
• Run core operating mechanisms: forecasting, pipeline/QBR cadence, planning, capacity, commissions governance, and Deal Desk.

What will you bring?

• 8+ years in Sales Operations or Revenue Operations roles, including experience leading teams and managing managers.
• Track record owning the full Sales & CS Ops stack - quotas, territories, forecasting, comp/incentive design, renewals/expansion workflows - across SMB through Strategic, direct and channel.
• Strong analytical foundation - comfortable building the model and the narrative, not just reviewing someone else's.
• Experience influencing senior stakeholders and driving alignment in a matrixed organization.
• Genuine curiosity about AI/automation and a history of turning that curiosity into shipped improvements.
• Working fluency with Salesforce and modern GTM tech - enough to be a sharp business partner to Enterprise Applications, not to administer the systems.
• Experience managing global teams (preferred)
• Background in management consulting or investment banking, or MBA (preferred)
• Experience with both SaaS and consumption-based pricing models (preferred)
• Experience piloting and rolling out AI driven productivity gains and/or agentic GTM processes (preferred)

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.