We are looking for a strategic and analytical Director of Revenue Operations to join our leadership team. In this role, you will lead the planning, forecasting, and reporting for our Post-Sales teams, spanning Onboarding and Customer Success, while managing and mentoring a team of two analysts. You will partner cross-functionally to diagnose bottlenecks, improve onboarding efficiency, and drive operational excellence that supports the overall growth of our organization.
- This position will be hybrid
- Reports to: Vice President of Revenue Operations
- Partners closely with: Vice President of Onboarding & Customer Success
What You Will Own
- Own Post-Sale operational excellenceacross Onboarding, Customer Success, and Customer Education, establishing scalable processes, systems, governance, and operating models that improve efficiency, consistency, customer outcomes, and the ability to scale.
- Develop and execute planning, forecasting, and performance management frameworksfor Onboarding and Customer Success, including time-to-value, implementation timelines, productivity, process adherence, adoption, retention, expansion, and overall customer health.
- Establish KPIs, reporting, dashboards, and operating rhythmsthat provide actionable visibility into Post-Sale performance, capacity, customer outcomes, and operational health; translate data and insights into clear recommendations and priorities.
- Analyze customer journeys, workflows, systems, and performance datato identify bottlenecks, inefficiencies, and opportunities to improve throughput, quality, productivity, and the overall customer experience.
- Lead workforce, organizational, and capacity planningacross Onboarding and Customer Success, including headcount models, organizational structure, role design, resource allocation, productivity targets, and staffing forecasts.
- Design and optimize the end-to-end customer implementation and account setup experience, including account setup processes, technical integrations, handoffs, implementation standards, and quality controls that drive a consistent and efficient path to value.
- Lead cross-functional transformation initiatives across People, Process, and Technology, partnering with Customer Success, Onboarding, Education, Sales Operations, Product, Finance, HR, BI, and Technology to identify opportunities, align priorities, and drive implementation.
- Develop and manage compensation and incentive programsfor Onboarding and Customer Success that align team behaviours and performance with company objectives, customer outcomes, productivity, retention, and growth.
- Evaluate and implement revenue operations technologies, automation, and AI capabilitiesthat improve data quality, reduce manual work, increase team capacity and productivity, and enhance the customer experience.
- Foster a collaborative, data-driven, and results-oriented operating culture, establishing clear accountability, performance standards, and continuous improvement practices across the Post-Sale organization.
What You Will Need to Accomplish the Job
- 10+ years of progressive experience in revenue operations, customer success operations, or a related field, preferably within a SaaS organization
- Bachelor's degree from an accredited college or university (MBA preferred)
- Proven track record of developing and executing successful planning, forecasting, and reporting strategies
- Strong leadership and communication skills, with the ability to work effectively with executives, senior leaders, analysts, and cross-functional teams
- Experience with performance metrics, reporting, and CRM tools (Salesforce preferred)
- Ability to analyze and diagnose bottlenecks in processes and systems to improve operational efficiency
- Strategic thinker with a hands-on approach to coaching and mentoring
- Comfortable working in a fast-paced, high-growth environment
What Will Make Us Love You
- Experience building compensation and incentive plans for post-sales teams
- Understanding of or certification in Six Sigma preferred
Employment with Weave is contingent upon the successful completion of a background check , conducted in accordance with applicable laws. At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page. Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know. Beware of recruitment fraud . All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
