Sr. Director, Global Sales & CS Operations

Smarsh; New York (NY); On-site; USD 210,000 - 280,000; Full time

Job summary

Smarsh is seeking a Senior Director to own Global Sales & Customer Success Operations end-to-end, driving ARR growth across direct and channel, SMB through Strategic accounts. You’ll build a high-performing team, shape quotas, forecasting, renewals, and GTM tooling strategy, partnering with Sales, CS, Finance, Marketing and Enterprise Applications.

You will also lead data storytelling, influence senior stakeholders, and push AI-enabled productivity gains across the GTM engine while balancing

Qualifications

• 8+ years in Sales Operations or Revenue Operations roles.
• Experience leading teams and managing managers.
• Strong analytical foundation; able to build models and narratives.
• Experience influencing senior stakeholders in a matrixed org.
• Genuine curiosity about AI/automation and translating it into improvements.
• Working fluency with Salesforce and modern GTM tech (not admin).
• Experience managing global teams (preferred).
• Background in management consulting or investment banking, or MBA (preferred).
• Experience with SaaS and consumption-based pricing (preferred).
• Experience piloting AI-driven productivity gains and/or agentic GTM processes (preferred).

Responsibilities

• Build and lead a high-performing Sales & CS Ops team; create growth paths and ownership culture.
• Own Sales Ops end-to-end: territory/quota design, pipeline/forecasting, incentives design.
• Own CS Ops end-to-end: renewal/churn forecasting, data hygiene, renewal workflows.
• Drive the data-driven narrative with reporting across the full funnel.
• Be a trusted partner to VP-level stakeholders across a matrixed org.
• Drive AI-enabled productivity gains and GTM evolution in tools/workflows.
• Pilot and scale automation and AI to improve forecasting and lifecycle.
• Move fast with durable, scalable processes for growth.
• Own GTM tooling strategy in partnership with Enterprise Applications.
• Run core mechanisms: forecasting, cadence, planning, commissions governance, Deal Desk.

Skills

Sales Ops

Revenue Ops

Forecasting

Stakeholder Mgmt

AI / automation

GTM tooling

Team leadership

Education

MBA

Management consulting background

Tools

Salesforce

BI tools

Sales engagement platforms

Enterprise Applications

Job description

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.

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)

$210,000 - $280,000 a year

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.

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.