Director, CX Revenue Operations - Remote, North America

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The Director of CX Revenue Operations is responsible for designing, executing, and scaling the revenue operations strategy that supports the end-to-end customer lifecycle across Customer Experience (CX), Success, Renewals, Professional Services, and Support. This role acts as the connective tissue between CX leadership, Sales, Marketing, Finance, and Product, ensuring operational excellence, data integrity, forecasting and predictable revenue growth through improved retention, expansion, and customer lifetime value (CLTV).

Reporting to the Chief Customer Officer (CCO) the Director is both a strategic architect and a hands-on operator, accountable for embedding process discipline, enabling technology, and driving insights that maximize Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).

Strategic Revenue Operations

• Define and implement the global CX revenue operations strategy aligned to corporate growth and retention targets.
• Build and own revenue forecasting models for renewals, churn, and expansion across all customer segments (Enterprise, Mid-Market, SMB).
• Partner with Finance and CCO to ensure accurate forecasting of ARR, NRR, and GRR, with clear visibility of risk and upside.
•  Establish a governance framework and cadence for CX revenue planning, pipeline reviews, and forecasting discipline.
• Lead the development of customer health scoring models and risk identification frameworks.
• Partner with Success, Support, and Services leaders to operationalize playbooks for retention, upsell, cross-sell, and churn mitigation.

Data, Analytics & Insights

• Own the CX revenue operations tech stack (e.g., Salesforce, Gainsight, Planhat, Clari, etc.), ensuring system integration, scalability, and data accuracy.
•  Create dashboards and executive reports that provide actionable insights on revenue performance, churn trends, and CX KPIs.
• Deliver board-level reporting and presentations that highlight leading indicators, pipeline health, and retention performance.

Enablement & Process Excellence

• Work in partnership with CS Leadership to define and implement standardized processes for forecasting, renewals management, and expansion opportunity tracking.
• Partner with Sales and Marketing Ops to align account segmentation, workforce planning, territory planning, and compensation models for CSMs/renewals teams.
• Lead operational readiness for new offerings, pricing models, or contract structures.
• Ensure CSM, Renewal Managers, and CX leadership have the tools, playbooks, and processes needed to execute effectively.

Cross-Functional Alignment

• Act as a trusted partner to CCO, CRO, CFO, and Product leadership, ensuring CX revenue operations are aligned with GTM strategy.
•  Drive collaboration across Customer Success, Sales, Marketing, and Finance to enable a seamless customer journey and optimized revenue engine.
• Contribute to strategic initiatives such as partner programs, new pricing and packaging, and customer advocacy.

Core Competencies

• Strategic Leadership: Ability to set vision for CX revenue operations, balancing long-term scalability with near-term impact.
• Analytical Acumen: Strong quantitative skills; can model retention and churn scenarios, forecast accurately, and synthesize complex data into clear insights.
• Process Orientation: Expertise in designing scalable processes for forecasting, renewals, and customer health tracking.
• Change Management: Skilled at driving adoption of new tools, processes, and reporting cadences across global teams.
• Communication & Influence: Executive presence with the ability to influence at C-suite and Board level, and to partner effectively with cross-functional leaders.
• Customer-Centric Mindset: Deep understanding of the customer lifecycle and drivers of retention, adoption, and growth.
• Technology Fluency: Strong understanding of revenue operations and CX platforms (CRM, CS tools, BI dashboards, forecasting systems).

Experience Requirements:

• 8–10+ years of progressive experience in Revenue Operations, Sales Operations, or Customer Success Operations, with at least 3 years in a leadership role.
• Proven success in leading global revenue operations for SaaS or subscription-based businesses at scale.
• Experience managing forecasting and retention models for high-volume, low-value renewals and high-value, complex enterprise contracts.
• Track record of building operational infrastructure, processes, and reporting to support multi-segment CX organizations.
• Deep expertise in SaaS metrics: ARR, NRR, GRR, CLTV, CAC, payback, renewal rates, and expansion revenue.
• Strong background in systems (Salesforce, Gainsight/Planhat, Clari, Tableau, etc.) and process automation.
• Experience leading cross-functional initiatives with Sales, Marketing, Product, Finance, and Support.

What We Offer:

• Work location: Remote, North America
• Competitive compensation
• Flexible PTO and paid holidays
• 401(k) with employer matching
• Comprehensive Health insurance package including 100% employer-paid medical coverage
• Up to 12 weeks of Parental Leave
• Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
• Quarterly team events and companywide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.