Director, Customer Experience Operations

Ironclad is the leading AI-powered contract lifecycle management platform, processing billions of contracts every year.

Every business is powered by contracts, but managing them can slow companies down and cost millions of dollars. Global innovators like L’Oréal, OpenAI, and Salesforce trust Ironclad to transform contracting into a strategic advantage - accelerating revenue, reducing risk, and driving efficiency. It’s the only platform that manages every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA.

We’re building the future of intelligent contracting and writing the narrative for how contracts unlock strategic growth. Forrester Wave and Gartner Magic Quadrant have consistently recognized Ironclad as a leader in our category. We’ve also been named one of Fortune’s Great Places to Work six years running, featured on Glassdoor’s Best Places to Work, and recognized by Forbes’ 50 Most Promising AI Companies.

We’re backed by leading investors like Accel, Sequoia, Y Combinator, and BOND. We’d love for you to join us!

This is a hybrid role based out of our San Francisco office. Office attendance is required at least twice a week on Tuesdays and Thursdays for collaboration and connection. There may be additional in-office days for team or company events.

The Director of Customer Experience Operations, reporting to the VP of GTM Operations, will be a key strategic operating partner to Ironclad’s Chief Customer Officer. They will lead a team that plays a central role in defining and improving GTM strategy across the customer lifecycle, with specific focus on supporting Customer Success, Professional Services, Support, Solution Engineering, and other functions in our Customer Outcomes organization. This individual should contribute as a cross-functional member of the Customer Outcomes leadership team, continually identifying opportunities to improve team performance, customer health, and Ironclad’s overall growth. This role requires both a strategic mindset as well as a gritty, get-stuff-done attitude and excitement to deliver value individually. 

Responsibilities:

• Grow, motivate and inspire an existing team, setting the tone for what world class operations look like at a hyper growth SaaS company.

• Partner with Customer Outcomes leadership and relevant stakeholders to define strategy & planning including organizational structure, customer delivery and service models, KPIs, and areas of investments

• Define, implement, and improve processes deployed across the CO department  to drive consistency and scalability while ensuring alignment to GTM strategy and company goals

• Partner with Finance to ensure effective management of budget, headcount, coverage models, and forecasting models across CO 

• Create and implement operational frameworks and governance cadences in partnership with Finance and Analytics, such as forecast cadences, QBRs, Board meeting  preparation, Weekly Metrics Reviews, & Monthly Operating Reviews

• Define KPIs, operational metrics and the CO department reporting roadmap in close  partnership with Analytics in order to enable world- class functional reporting

• Develop key analysis, generate insights, measure execution against targets, and surface recommendations to CO leadership that addresses any strategic concerns or opportunity related to the department and company priorities 

• Proactively analyze the health of the business to identify areas of risk or improvement 

• Establish and maintain program management frameworks for key programs that unify the GTM operating model 

• Facilitate cross-functional alignment by understanding GTM operational needs and aligning priorities appropriately

• Provide operational and consultative support to CO management and other key business stakeholders to ensure that systems and processes are optimized and scalable to meet existing and future business needs.

Requirements:

• 10+ years of related experience, preferably in Customer Experience Operations positions or similar. 

• Understanding of Customer Outcomes business domains including Customer Support, Professional Services & Delivery, and Customer Success Management from both a business and systems perspective.

• Experience and understanding of the SaaS business model in a fast growth company. 

• Proven track record of successfully orchestrating large scale transformation projects.

• Excellent communication and presentation skills (written and verbal) and the ability to convey complex ideas in a clear and concise manner.

• Exceptional analytical and problem-solving skills; comfortable interacting with all levels, including Executive Leadership.

• Team and goal-oriented with experience in managing, hiring, and motivating a team in a fast-moving environment.

Benefits:

• Health, dental, and vision insurance

• 401k

• Wellness reimbursement

• Take what you need vacation policy

• Generous parental leave for both primary and secondary caregivers

Base Salary Range: $200,000 - $230,000

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.