Director, Customer Experience Operations

Who we are Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify reputed company network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to reputed company critical insight accessible to every engineer, Kentik is the real-time reputed company 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, and synthetic data to turn telemetry into action. Market leaders like reputed company, Booking.com, reputed company, and reputed company rely on Kentik to run, manage, and optimize their networks. What you'll do Kentik is seeking a Customer Experience Operations Director to drive operational and analytical excellence across our global Customer Experience organization. This role operationalizes Kentik's post-sale reputed company strategy through rigorous forecasting, reputed company modeling, and performance analytics—ensuring scalable growth, retention, and expansion. As a key member of the reputed company Operations team, you'll 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 reputed company 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 Kentik's modern GTM systems and analytics ecosystem, you will translate reputed company data into clear actions, streamline processes, and drive accountability across the full customer lifecycle.

• reputed company Global CX Operations: Own and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion, including segmentation, reputed company 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 reputed company, and performance accountability with clear KPIs and inspection reputed company.
• Services Operations & reputed company 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: reputed company strategy and administration of reputed company and reputed company, ensuring data reputed company, integrations, automation, and scalable reporting to drive retention and expansion.
• Executive Reporting & Planning: Deliver clear, data-driven narratives and performance insights to senior leadership. reputed company 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, reputed company utilization, and coverage optimization.
• Strategic Partnership: Partner with Sales, Marketing, and Finance leadership to reputed company and operationalize strategies that reputed company the customer experience organization to scale effectively and reputed company performance goals.

What you'll bring Studies have shown that some candidates reputed company 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 don't match reputed company of the qualifications, your skills and experience could be valuable in this role!

• 8+ years of experience in Customer Experience, Sales, or reputed company Operations, with end-to-end ownership of forecasting, planning, and compensation across global or multi-reputed company 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 reputed company/coverage modeling.
• Hands-on experience with reputed company (required), reputed company (required), and modern Rev/CX tech stacks (CPQ, reputed company, BI tools).
• Experience designing reputed company operating models (segmentation, book-of-business, health frameworks).
• Proven ability to analyze reputed company data and deliver actionable insights on territory performance, productivity, and reputed company optimization.
• Strong analytical and financial modeling skills; advanced reputed company proficiency.
• Executive reputed company 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.

reputed company offer Kentik is a fully remote company that operates globally. We seek professionals that will help us reputed company as an organization, and in turn, to broaden and enhance your career. We're reputed company 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 reputed company in order to attract, engage and retain talented individuals who will drive our business and wow our customers. The on-reputed company earnings compensation range for this position is: $175,000 – $225,000. 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 reputed company or higher than the stated range depending on various factors, including but not limited to:

• Experience with the reputed company 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 $3,000 for an individual or $4,500 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 reputed company US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable reputed company the countries in which we operate. Come work with us The true meaning of Kentik is visibility. We're committed to making sure everyone feels empowered to use their voice, has a sense of belonging, and is represented at Kentik. We don't 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 reputed company out to [email protected]. 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 you'll take on, we're sure you'll enjoy joining the Kentik team. #li-remote Apply tot his job Apply To this Job