Revenue Operations Director, Customer Success

Reporting & Insights

• Lead the development of Client Success reporting by defining requirements, establishing data standards, and working in close partnership with the Insights team to build and maintain dashboards that give commercial leaders clear visibility into retention performance, churn risk, expansion pipeline, and team productivity.

• Own the CS metrics framework—defining, tracking, and socializing the KPIs that matter most, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, account health scores, time-to-value, and client satisfaction indicators.

• Drive renewal and expansion revenue forecasting in partnership with CS leadership and Finance, supporting accurate and accountable revenue planning.

• Translate complex data into clear, compelling narratives and recommendations for VP- and C-level audiences, bringing a forward-looking perspective to business reviews.

Technology & Systems

• Own the CS team’s relationship with the Revenue Systems function, serving as the primary stakeholder for post-sale Salesforce workflows, data requirements, and CRM enhancements. Partner with the VP of Revenue Systems to scope, prioritize, and implement changes that support CS operations.

• Evaluate, implement, and manage CS-specific technology—including customer success platforms such as Gainsight, ChurnZero, or Totango—building the business case, managing vendor relationships, and driving adoption across the CS team.

• Maintain accountability for data integrity across post-sale systems, including account and renewal opportunity hygiene in Salesforce, ensuring the CS team is operating from clean, trustworthy data.

• Partner with Revenue Systems and IT to ensure clean data architecture and system integration between pre-sale and post-sale platforms, supporting a unified view of the full customer lifecycle.

Commissions & Incentive Compensation

• Lead the Client Success side of incentive compensation operations: partnering with CS leadership on plan design strategy, defining quota structures, and ensuring CS commission plans are aligned to retention and growth objectives.

• Collaborate with the dedicated Commissions function within RevOps to hand off plan details for accurate execution, ensuring CS-specific nuances—such as renewal-based accelerators or expansion bonuses—are clearly documented and correctly administered.

• Serve as the CS team’s escalation point for commission questions and disputes, working with the Commissions team to resolve issues quickly and maintain team trust in the process.

Enablement Partnership

• Collaborate with the Revenue Enablement team to identify and address CS-specific training and development needs, including onboarding programs for new CS hires, tool adoption initiatives, and playbook rollouts.

• Provide operational context and data to inform enablement priorities—helping the Enablement team understand where process gaps, tool underutilization, or skill deficiencies are most impacting CS performance.

• Partner with Enablement to ensure new processes, systems changes, and playbooks are effectively communicated and embedded into how the CS team works day-to-day.

What You Will Need:

• 7+ years of progressive experience in Revenue Operations, Customer Success Operations, or a closely related operational role.

• Deep fluency in the post-sale commercial motion—including client onboarding, adoption, health monitoring, renewal management, churn mitigation, and expansion—and a clear understanding of how operational infrastructure enables each stage.

• Demonstrated ability to work within a matrixed operations model, collaborating across specialized functions (systems, reporting, commissions, enablement) rather than owning all capabilities directly.

• Strong command of Salesforce (SFDC), with hands-on experience managing post-sale workflows, renewal pipelines, and CRM data quality; experience translating business requirements into system enhancement requests is essential. SFDC Admin experience is a strong plus.

• Proven track record of defining and leading reporting and analytics initiatives for a CS or commercial team; proficiency in Excel required.

• Experience with customer success platforms such as Gainsight, ChurnZero, or Totango; experience evaluating, implementing, or managing these tools is a strong plus.

• Familiarity with incentive compensation plan design and administration for post-sale teams, including quota structures, renewal-based commission mechanics, and collaboration with a dedicated Commissions function.

• Exceptional cross-functional communication and influencing skills—you build trust quickly, navigate competing priorities diplomatically, and keep stakeholders aligned without formal authority.

• Strong analytical and problem-solving capabilities; you are comfortable with large datasets, can identify actionable patterns, and know how to present findings in a way that drives decisions.

• Outstanding written and verbal communication skills, including experience presenting to VP- and C-level stakeholders.

• A builder’s mentality: energized by creating structure where little exists, and accountable for outcomes rather than just activities.

• Experience in SaaS, AdTech, media technology, or a SaaS usage-based business is strongly preferred.

• Bachelor’s degree in Business, Finance, Analytics, or a related field; MBA or equivalent experience is a plus.

What We Offer

• A high-impact, high-visibility role with direct influence over the performance of one of Innovid’s most strategically important commercial teams.

• The opportunity to build—this role carries real scope to shape how Client Success Operations functions at Innovid for years to come.

• A collaborative RevOps team with deep expertise across systems, insights, commissions, and enablement—so you’re never operating alone.

• Close partnership with senior commercial and executive leadership, with regular exposure to C-suite stakeholders.

• Competitive compensation package for qualifying employees, which includes: health, dental, and vision insurance. Life insurance, Open PTO Days, 401K + match, a volunteer program, paid parental leave and stock options.

• Personal & Professional Developmental Resources, including: job shadowing and mentorship programs; employee-led DEI committees, access to LinkedIn Learning, and more.

• Offices in major cities around the world, unlimited snacks, and a cross-company collaboration unlike anywhere else.

• The base pay range for this position is $115,000 - $165,000 per year. The determination of what a specific employee in this job classification is paid and titled depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.

• This position is eligible for annual bonuses based on specified benchmarks, in accordance with all applicable bonus terms and conditions

• This information is provided per New York City’s salary disclosure law.

There is no such thing as the perfect resume, or someone that checks every box. At Innovid, we are generous with our time and knowledge, and always ready to teach. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day and add to Innovid.

Equal Opportunity Employer: Innovid is an equal opportunity employer, committed to our diversity and inclusiveness. We consider all qualified applicants regardless of race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply. We are actively working to be an anti-racist organization. We're committing to creating an inclusive and equitable workplace for all of our employees. You can read more about our commitment to DEI here.

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