About the Role

We are seeking a strategic, operations-minded leader to join our team as Director of Customer Strategy & Operational Excellence. This is a newly created, high-impact role reporting directly to the Chief Customer Officer. You will partner closely with the Chief Customer Officer, shaping customer experience strategy, and working on initiatives which accelerate the strategic direction and operational maturity of our global Customer Experience organization, while driving alignment across Product, Revenue, central Operations, and Marketing functions.

This role combines high-level strategic thinking with hands-on execution. You’ll play a critical role in scaling our customer operations, improving retention and expansion, and elevating the customer experience as a key growth driver.

Key Responsibilities

Strategic Planning & Execution

• Influence and impact the execution of a global CS strategy aligned with company goals and market trends.
• Lead multi-year strategic planning initiatives and investment prioritization.

Operational Excellence

• Design and optimize scalable processes, frameworks, and playbooks across the customer journey.
• Champion process governance and operational rigor across regions and teams.

Cross-Functional Leadership

• Partner with leaders in CS, Sales, Product, and Marketing to align strategies, share insights, and execute customer programs.
• Lead or support cross-functional initiatives (e.g. executive business reviews, lifecycle programs, CS tech initiatives).

Performance Insights & Reporting

• Define and track key KPIs (retention, NRR, health scoring, engagement) via dashboards and reporting, both for operational outcomes and executive insight
• Translate data into actionable insights to drive decisions across the leadership team.

Voice of Customer & Advocacy

• Create and scale mechanisms for capturing and actioning customer feedback.
• Partner with Product to influence roadmap and prioritization through customer insights.

Enablement & Best Practices

• Partner with Enablement to deliver programs that upskill CS teams and promote consistency across engagements.
• Own knowledge centralization and the development of toolkits and internal training resources.

Program Leadership

• Lead strategic programs such as AI-driven customer health scoring, automation in scaled CS motions, and customer journey optimization.
• Own key elements of strategic planning cycles and initiatives such as CP2.

What You’ll Bring

• 8+ years of experience in Customer Success, Strategic Operations, or Business Planning within a SaaS or B2B tech environment.
• Proven track record of driving customer retention, influencing cross-functional stakeholders, and implementing scalable processes.
• Strong analytical and problem-solving skills—you can synthesize complex data into strategic recommendations.
• Executive presence and communication skills, with the ability to engage senior stakeholders and customers confidently.
• Deep understanding of customer success frameworks, QBRs, success planning, and value-based selling.
• Experience working with AI-driven insights, CS platforms (e.g. Catalyst, Gainsight), and automation tools is a plus.
• Self-starter with the ability to thrive in a fast-paced, ambiguous environment.
• Willingness to travel to meet with customers and internal teams globally, as needed.

Why This Role is Critical For Botify

Strategic Impact

Customer experience is no longer a post-sales function—it’s a strategic driver of growth and differentiation. This role ensures that Botify’s CX organization is equipped with the strategy, systems, and structure to deliver consistent, high-impact outcomes.

Scalability & Innovation

With rising customer expectations and increasing complexity from AI, automation, and multi-product offerings, our operational maturity must evolve. This role ensures we have clear processes, ownership, and governance in place to scale efficiently.

Customer Retention & Expansion

In a market where retention is revenue, this role drives the programs and practices that maximize customer lifetime value.

Internal Enablement & Team Efficiency

Working closely with Revenue Enablement, this role supports the enablement of current and future team members, ensuring consistent onboarding, faster ramp-up, and stronger alignment on customer needs.

Cross-Functional Alignment

You’ll serve as the connective tissue across CX, Product, Sales, and Marketing—breaking down silos and enabling more strategic, coordinated delivery of value to our customers.

Apply If You Are

• Motivated by impact and excited to help scale a world-class customer experience.
• A natural connector who thrives in complexity and brings order to chaos.
• Equally comfortable in the weeds of operations and in the boardroom with executives.
• Passionate about enabling teams and delivering exceptional customer outcomes.