Director, Customer Experience Operations
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Who we are
Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools we demystify complex network operations enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer Kentik is the real-time source of truth that understands every network in context from data center to cloud to the internet. This single platform unifies and correlates cloud device flow synthetic data to turn telemetry into action. Market leaders like Akamai Dropbox and Zoom rely on Kentik to run manage and optimize their networks.
What youll do
Kentik is seeking a Customer Experience Operations Director to drive operational and analytical excellence across our global Customer Experience organization. This role operationalizes Kentiks post-sale revenue strategy through rigorous forecasting capacity modeling and performance analyticsensuring scalable growth retention and expansion.
As a key member of the Revenue Operations team youll serve as a strategic partner to CX leadership leading core operating cadences proactively delivering executive-ready insights and driving high-impact initiatives that strengthen retention and Net Revenue Retention (NRR). You will align segmentation coverage design and incentive planning to ensure lifecycle cohesion and sustainable growth.
This role is ideal for a data-driven operator who thrives at the intersection of strategy and execution. Leveraging Kentiks modern GTM systems and analytics ecosystem you will translate complex data into clear actions streamline processes and drive accountability across the full customer lifecycle.
- Lead Global CX Operations: Own and scale the Customer Experience operating model across onboarding adoption retention and expansion including segmentation capacity planning and coverage design.
- Customer Health & Lifecycle Strategy: Operationalize health scoring churn risk modeling and lifecycle metrics to improve retention and NRR.
- Renewal & Expansion Forecasting: Drive rigorous renewal forecasting pipeline integrity and performance accountability with clear KPIs and inspection cadence.
- Services Operations & Capacity Planning: Partner with Services leadership to establish delivery forecasting utilization modeling resource planning and performance reporting as the organization scales.
- CX Org Design: Align roles books of business and resource allocation to ARR mix complexity and growth targets.
- Own the CX Technology Stack: Lead strategy and administration of Gainsight and Salesforce ensuring data integrity integrations automation and scalable reporting to drive retention and expansion.
- Executive Reporting & Planning: Deliver clear data-driven narratives and performance insights to senior leadership. Lead preparation of executive reports QBRs and Board presentations that drive informed decision-making and business alignment.
- Performance Management & Insights: Deliver proactive reporting dashboarding and analysis of performance including pipeline health territory effectiveness capacity utilization and coverage optimization.
- Strategic Partnership: Partner with Sales Marketing and Finance leadership to develop and operationalize strategies that enable the customer experience organization to scale effectively and achieve performance goals.
What youll bring
Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria - even if you dont match all of the qualifications your skills and experience could be valuable in this role!
- 8 years of experience in Customer Experience Sales or Revenue Operations with end-to-end ownership of forecasting planning and compensation across global or multi-segment sales organizations.
- 4 years in high-growth B2B SaaS scaling post-sale and GTM teams through data-driven operating models.
- Deep expertise in SaaS metrics including ARR NRR churn expansion renewal forecasting and capacity/coverage modeling.
- Hands-on experience with Gainsight (required) Salesforce (required) and modern Rev/CX tech stacks (CPQ Gong BI tools).
- Experience designing Customer Success operating models (segmentation book-of-business health frameworks).
- Proven ability to analyze complex data and deliver actionable insights on territory performance productivity and revenue optimization.
- Strong analytical and financial modeling skills; advanced Excel proficiency.
- Executive presence with the ability to influence cross-functional GTM leadership.
- Strategic thinker with strong operational discipline; adept at balancing long-term process transformation with daily execution.
What we offer
Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization and in turn to broaden and enhance your career. Were very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract engage and retain talented individuals who will drive our business and wow our customers.
The on-target earnings compensation range for this position is: $175000 $225000. This range reflects the low and high end of the U.S. compensation range Kentik reasonably and generally expects to pay the hired candidate in this role. The actual compensation offered may be lower or higher than the stated range depending on various factors including but not limited to:
- Experience with the skill sets required for success
- Demonstrated competencies and potential
- A geographic market-based approach
In addition to a great career opportunity Kentik offers stellar benefits for our employees which include:
- 100% of premiums are paid by company for health vision and dental coverage for you and your dependents
- Additionally an annual Health Reimbursement Account (HRA) of $3000 for an individual or $4500 for a family
- Paid family & medical leave
- Open PTO a quarterly Wellness Day and a minimum of 10 paid holidays
- 401(k) retirement account
- Home office reimbursement
- Stock options
Note: Benefits are as listed for all US full-time employees. For compensation international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.
Come work with us
The true meaning of Kentik is visibility. Were committed to making sure everyone feels empowered to use their voice has a sense of belonging and is represented at Kentik.
We dont look for individuals who fit the culture but those who will continue to add to the culture.
We encourage everyone to apply especially those individuals who are underrepresented in the industry: people of color LGBTQI community women individuals with disabilities (both seen and unseen) veterans and people of any age or family status.
Kentik is committed to creating an inclusive interview process. If you require a reasonable accommodation during the application or interview process please reach out to
Come as you are!
You will be working at a fast-growing well-funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects youll take on were sure youll enjoy joining the Kentik team.
#li-remote
Required Experience:
Director
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
About Company
Kentik is the network intelligence platform for modern infrastructure teams. Improve network observability, performance, and security. Network performance monitoring and diagnostics for traffic, routing, synthetic testing, and cloud.
