Director of Customer Operations

About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.
 

Apply today to help us achieve our mission.

Director of Customer Operations Summary:

The Director of Customer Operations is a key leadership role responsible for shaping and executing the strategic vision for customer experience at Delinea. This position involves leading the Customer Operations team to enhance customer satisfaction and retention while fostering sustainable business growth. The Director will collaborate with the Customer Experience executives to align customer operations with corporate strategy, driving initiatives that deliver measurable results and optimize customer journeys across all touchpoints. This position focuses on championing customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty.

What You'll Do:

• Lead, design and implement a proactive customer engagement and go-to-market strategy that aligns with the CCO’s priorities and Delinea’s growth objectives.

• Design and operationalize scalable customer journeys across adoption, renewals, expansion, customer satisfaction and advocacy.

• Own CS operational strategy including financial planning, forecasting (GRR, NRR, churn), capacity modeling, territory planning and comp plan design.

• Lead strategic transformation programs and organizational change initiatives.

• Own retention forecasting models and customer health scoring frameworks.

• Develop predictive models and segmentation strategies that optimize customer outcomes.

• Create executive dashboards and reporting for CS performance metrics.

• Drive advanced analytics to deliver executive insights.

• Lead Gainsight platform optimization including automation, playbooks, and workflows.

• Evaluate and deploy tools that enhance CSM productivity and deliver proactive customer insights

• Champion process automation and data governance excellence across CX operations.

• Drive innovation in customer journey design and lifecycle management.

• Lead Customer Operations team, fostering culture of innovation, accountability, growth, and impact.

• Partner with the Customer Marketing and Marketing Operations teams to optimize the customer communications processes and tracking

• Co-ordinate with the Enablement team on CX team enablement, including materials, data and coordination of training to help the team work more effectively

• Partner across Sales, Product, Marketing, Enablement, Commissions, Systems, Finance, Legal, and Channel to align customer initiatives.

• Manage executive communications, business reviews, and executive-level CS reporting.

What You'll Bring:

• 10+ years of experience in B2B SaaS operations or customer success—preferably in a scaling or enterprise environment.

• Deep fluency in CS metrics, journey mapping, health scoring, and segmentation strategies.

• Strong analytical and data visualization skills (Excel, SQL, BI tools like PowerBi).

• Proven ability to lead cross-functional initiatives and translate vision into execution.

• Experience managing and mentoring a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics.

• Experience with Gainsight, Salesforce, CPQ, or customer lifecycle tools.

• Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions

• Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment

• Excellent verbal and written communication skills

Bonus if you Have:

• Experience with other Privilege Access Service solutions such as CyberArk, BeyondTrust, Thycotic, etc., or high growth cyber security companies

Why work at Delinea?

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart, self-motivated, and collaborative.

• What we offer in return is meaningful work, a culture of innovation and great career progression.

At Delinea, our core values are STRONG and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.