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About the Role

This role owns the end-to-end operating framework for Qlik's Customer Success Operations organization, translating strategic outcomes into documented processes, live KPI dashboards, and consistent enablement programs across Customer Success, Renewals, Support, Education, and Services. It is a high-visibility leadership role with direct management responsibility for teams driving Process Design, Measurement & KPIs, and Performance Management & Enablement, accountable for maturing CSO Operations into an integrated, proactive, and measurable operating model.

Responsibilities

Own and operationalize three of the four pillars of the CSO Operations Framework — Design Processes, Measurement & KPIs, and Performance Management & Enablement.
Translate outcomes defined by the VP of CSO Operations into executable, measurable programs across Customer Success, Renewals, Support, Education, and Services.
Directly manage and develop leaders and teams responsible for process design, KPI and dashboard reporting, and program governance/enablement.
Drive Qlik's CSO Operations maturity journey — moving functions from reactive and siloed execution toward integrated, proactive operations.
Govern process architecture across post-sale functions: current-state process maps, role and handoff accountability, dependency identification, and prioritization of automation and capability opportunities.
Own the measurement infrastructure for CSO Operations — leading and lagging KPIs, dashboard and reporting design, and threshold/target setting.
Build and govern the performance management and enablement model for CSO Operations — recurring performance reviews, process and tool training, and adoption coaching.
Run the operating cadence for CSO Operations, including QBRs and executive program reviews.
Represent the process, measurement, and enablement pillars in cross-functional and leadership forums.
Serve as the end-to-end process owner for Qlik’s customer risk system — governing how risk is defined, surfaced, and acted on from upstream adoption signals all the way through renewal.
Own the risk scoring methodology and thresholds, the workflows that route risk into action across Customer Success, Renewals, Support, and Services, and the feedback loop that ties resolved risk back into measurement and enablement.
Partner closely with the VP of CSO Operations and cross-functional stakeholders in Finance, Revenue Operations, IT/Data & Analytics, and People teams to keep process, measurement, and enablement aligned to business and strategic objectives.

Requirements

12 to 15+ years of progressive experience in Customer Success Operations, Revenue Operations, or a related GTM/BizOps function within a B2B SaaS or enterprise software environment.
Direct people-management experience leading operations, program management, or analytics teams.
Demonstrated track record of building and scaling operating frameworks — process design, KPI/measurement programs, and enablement models — across multiple post-sale functions.
Experience leading and developing managers and individual contributors.
Ability to run a multi-disciplinary team through organizational change and ambiguity.
Deep expertise in process design and workflow architecture, including role/handoff accountability, dependency mapping, and automation opportunity identification.
Familiarity with business process maturity models is a plus.
Experience owning a customer risk or health-scoring system end to end — defining risk signals, setting thresholds, and governing how risk is surfaced and actioned across onboarding, adoption, and renewal — is strongly preferred.
Strong analytical and data fluency, including the ability to design KPI frameworks, build and govern dashboards, and leverage platforms such as Salesforce, Gainsight, Tableau, Power BI, or comparable tools.
Proven program and change management skills — operating cadences, QBR facilitation, and enablement/adoption coaching design.
Executive presence to represent CSO Operations credibly at the leadership level.
Collaborative, low-ego leadership style with the operational discipline and strategic judgment to partner effectively with Finance, Revenue Operations, IT, and People teams.

Skills

Process Design
Measurement & KPIs
Performance Management & Enablement
Customer Success Operations
Revenue Operations
GTM/BizOps
B2B SaaS
Enterprise Software
People Management
Program Management
Analytics
Organizational Change Management
Workflow Architecture
Automation Opportunity Identification
Business Process Maturity Models
Customer Risk Systems
Health-Scoring Systems
Data Fluency
KPI Framework Design
Dashboard Building
Salesforce
Gainsight
Tableau
Power BI
Program Management
Change Management
Operating Cadences
QBR Facilitation
Enablement/Adoption Coaching
Executive Presence
Collaboration
Strategic Judgment

Location

Remote – anywhere in the USA, preferably on the East Coast

Work Type

Remote
Full-time

Experience Level

12 to 15+ years of progressive experience
Direct people-management experience

Salary/Compensations

$160,000 USD MIN – $180,000 MAX per year

Benefits

Medical coverage
Dental coverage
Vision coverage
Life and AD&D coverage
Short-term disability coverage
Long-term disability coverage
Paid time off
Paid parental / maternity leave
Participation in a 401(k) program with company match
Other additional voluntary benefits

About the Company

A Gartner® Magic Quadrant™ Leader for 16 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes.
Serves over 40,000 global customers.
Portfolio leverages pervasive data quality and advanced AI/ML capabilities.
Excels in integration and governance solutions that work with diverse data sources.
Real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.
Named in Newsweek’s ‘Americas Greatest Workplaces 2025’.
Offers genuine career progression pathways and mentoring programs.
Has a culture of innovation, technology, collaboration, and openness.
Provides a flexible, diverse, and international work environment.
Encourages giving back through an extra “change the world” day, a personal development day, and participation in Corporate Responsibility Employee Programs.

Equal Opportunity

Qlik is an Equal Opportunity/Affirmative Action Employer.
Committed to fostering a workplace that is diverse, equitable and inclusive.
Qualified applicants will receive consideration for employment without regard to actual or perceived: race, color, religion, sex, sexual orientation, gender identity, pregnancy and related medical conditions, genetic information, national origin, age, marital status, protected veteran status, disability status or any other characteristic protected by applicable law.
For United States applicants and employees, review the Equal Employment Opportunity Posters, including the “Know Your Rights” and “Pay Transparency Nondiscrimination” posters.