Job Description

Ironclad is the #1 contract lifecycle management platform for innovative companies. Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L’Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA.

Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We’re a leader in the Forrester Wave for Contract Lifecycle Management . We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places to Work 2023 , Forbes’ 50 Most Promising AI Companies , Wing Venture Capital's Enterprise Tech 30 , and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture. We’re backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit or follow us on LinkedIn and Twitter .

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.

• 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.

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