Senior Director, Global Sales and Customer Success Operations

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)