Director of Customer Experience Operations, Kentik
$175-225k
OTE
+ Stock options
Network observability, security, and performance
Be an early applicant
Network observability, security, and performance
201-500 employees
Be an early applicant
$175-225k
OTE
+ Stock options
201-500 employees
Company mission
To provide clients with an infrastructure visibility solution to make their business-critical operations run seamlessly.
Role
Who you are
- Studies have shown that some candidates tend 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 all of the qualifications, your skills and experience could be valuable in this role!
- 8+ years of experience in Customer Experience, Sales, or Revenue Operations, with end-to-end ownership of forecasting, planning, and compensation across global or multi-segment 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 capacity/coverage modeling
- Hands-on experience with Gainsight (required), Salesforce (required), and modern Rev/CX tech stacks (CPQ, Gong, BI tools)
- Experience designing Customer Success operating models (segmentation, book-of-business, health frameworks)
- Proven ability to analyze complex data and deliver actionable insights on territory performance, productivity, and revenue optimization
- Strong analytical and financial modeling skills; advanced Excel proficiency
- Executive presence 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
What the job involves
- 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 revenue strategy through rigorous forecasting, capacity modeling, and performance analytics—ensuring scalable growth, retention, and expansion
- As a key member of the Revenue 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 Revenue 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 complex data into clear actions, streamline processes, and drive accountability across the full customer lifecycle
- Lead Global CX Operations: Own and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion, including segmentation, capacity 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 integrity, and performance accountability with clear KPIs and inspection cadence
- Services Operations & Capacity 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: Lead strategy and administration of Gainsight and Salesforce, ensuring data integrity, integrations, automation, and scalable reporting to drive retention and expansion
- Executive Reporting & Planning: Deliver clear, data-driven narratives and performance insights to senior leadership. Lead 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, capacity utilization, and coverage optimization
- Strategic Partnership: Partner with Sales, Marketing, and Finance leadership to develop and operationalize strategies that enable the customer experience organization to scale effectively and achieve performance goals
Our take
The rise in internet use has resulted in an often unmanageable amount of network traffic across websites, data centers, and most recently cloud services. The resulting mass of information from this is problematic to interpret and thus difficult to use for troubleshooting and engagement insights.
Kentik provides an integrated network monitoring dashboard for enterprises that helps provide visual data illustrations and insights based on traffic. This allows administrators to identify bottlenecks in their networks, whilst providing opportunities to provide cyber protection and monitor customer experiences.
Kentik's approach to network management is unique due to its focus on the visualization of information. This allows insights to be understandable regardless of whether staff have knowledge in networking data. The company continues to improve its offering, such as with the launch of its industry-tailored AI advisor.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2021
$40m
SERIES C
May 2020
$23.5m
LATE VC
Total funding: $101.7m
Company benefits
- Dental and vision insurance
- Parental leave
- Stock options
- Flexible paid time off
- 401k plan
- Work from home opportunities
- Health insurance
Company HQ
Financial District, San Francisco, CA
Leadership
Avi Freedman
(CEO & Co-founder)Avi started their career as a Systems Administrator at United Engineers and Constructors, prior to spending 10 years as CEO of Netaxs Internet Services. They founded readnews.com and left their role as CTO of ServerCentral to co-found Kentik in January 2014.
Justin Biegel
(COO & Co-founder)Justin spent almost 4 years as VP of Business Development at InvisbleHand Networks before working as a University of Maryland Researcher for 2 years. After 3 years at Internap, they co-founded Kentik 2014 and serve as COO.
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