Qlik is seeking a Senior Director, Customer Success Operations to own the end-to-end operating framework for the CSO Organization, turning strategic outcomes into documented processes, live KPI dashboards, and consistent enablement across Customer Success, Renewals, Support, Education, and Services. This role reports to the VP of CSO Operations and directly manages leaders responsible for Process Design, Measurement & KPIs, and Performance Management & Enablement, while partnering with the VP who defines outcomes. The CSO Operations function is being matured from siloed, reactive execution into an integrated, proactive, and measurable operating model.

Responsibilities include owning and operationalizing three pillars of the CSO Operations Framework—Design Processes, Measurement & KPIs, and Performance Management & Enablement—translating VP-defined outcomes into executable programs across multiple post-sale functions; managing and developing leaders in process design, KPI reporting, and program governance; advancing CSO Operations maturity; governing post-sale process architecture (maps, accountability, dependencies, and automation opportunities); leading the measurement infrastructure (KPI design, dashboards, thresholds); building the enablement model (training, adoption coaching); running operating cadences (QBRs, executive reviews); serving as end-to-end process owner for the customer risk system (risk signals, thresholds, workflows, and feedback loops); collaborating with Finance, Revenue Operations, IT/Data & Analytics, and People teams to align processes with business

Qlik is seeking a Senior Director, Customer Success Operations to own the end-to-end operating framework for the CSO Organization, turning strategic outcomes into documented processes, live KPI dashboards, and consistent enablement across Customer Success, Renewals, Support, Education, and Services. This role reports to the VP of CSO Operations and directly manages leaders responsible for Process Design, Measurement & KPIs, and Performance Management & Enablement, while partnering with the VP who defines outcomes. The CSO Operations function is being matured from siloed, reactive execution into an integrated, proactive, and measurable operating model.

Responsibilities include owning and operationalizing three pillars of the CSO Operations Framework—Design Processes, Measurement & KPIs, and Performance Management & Enablement—translating VP-defined outcomes into executable programs across multiple post-sale functions; managing and developing leaders in process design, KPI reporting, and program governance; advancing CSO Operations maturity; governing post-sale process architecture (maps, accountability, dependencies, and automation opportunities); leading the measurement infrastructure (KPI design, dashboards, thresholds); building the enablement model (training, adoption coaching); running operating cadences (QBRs, executive reviews); serving as end-to-end process owner for the customer risk system (risk signals, thresholds, workflows, and feedback loops); collaborating with Finance, Revenue Operations, IT/Data & Analytics, and People teams to align processes with business