Director of Customer Operations & Enablement

About the Role

As Director of Customer Operations & Enablement, you will lead the strategy, systems, analytics, and enablement that help Corelight's post-sales teams deliver consistent customer outcomes at scale. Working across Customer Success, Technical Account Management, Support, and Professional Services, you will build the operational infrastructure that improves visibility, execution, and scalability across the customer lifecycle.

You will bring together customer data, technology, resource planning, processes, and enablement to help post-sales leaders make better decisions and teams operate more effectively. You will partner closely with post-sales and executive leadership to translate business priorities into scalable programs that support retention, customer value, and continued growth.

What You'll Do

• Own post-sales data, analytics, and executive reporting across Customer Success, Technical Account Management, Support, and Professional Services, including GRR, NRR, time-to-value, customer health, and other key performance measures.
• Lead the evaluation, implementation, integration, and optimization of Customer Success platforms such as Gainsight or Planhat, including integration with Salesforce, Pendo and related systems.
• Build resource planning and capacity models that help post-sales leaders anticipate organizational needs and effectively support global growth.
• Design and scale enablement programs, operational playbooks, and workflows that create consistent execution, strengthen team capabilities, and enable proactive risk management across the customer lifecycle.
• Develop customer health scoring, voice-of-the-customer, advocacy, and related programs that turn customer data and feedback into actionable insights.
• Partner with post-sales and executive leaders to identify operational gaps, improve cross-functional execution, and translate performance trends into clear recommendations for systems, resources, programs, and priorities.

What You'll Bring

• 12 or more years of progressive experience in Customer Operations, Sales Operations, Enablement, or related functions within a high-growth SaaS environment.
• A demonstrated track record of leading operations and enablement across Customer Success, Support, Professional Services, or other post-sales organizations.
• Strong command of customer and retention metrics, including GRR, NRR, time-to-value, customer health, and executive and board-level reporting.
• Deep experience with Customer Success platforms such as Gainsight, Planhat, or similar tools, along with Salesforce and data visualization platforms.
• Experience building resource and capacity models, operational processes, playbooks, and enablement programs for growing customer-facing organizations.
• Strong operational judgment, with the ability to move between strategic planning and hands-on execution while building trusted relationships with senior leaders.
• A bachelor's degree in a relevant field or an equivalent combination of education and professional experience. Cybersecurity experience is not required.