Director of Customer Operations - Mississauga - DataStealth

Description

About DataStealth: DataStealth is a single, unified data security platform (DSP) that discovers, classifies, and protects sensitive data across your entire environment, from on-premise to legacy cloud to cloud; wherever your data lives or flows, we protect it. We do this without requiring complex integrations or changes to your existing applications, ensuring security that enables, rather than hinders, your business. By seamlessly applying data protection strategies, such as tokenization, we ensure that even if your perimeter is breached, your data remains unusable if it falls into the wrong hands.

Recognized for the fifth consecutive year as a Great Place to Work, we are one of the world's leading and fastest growing cybersecurity software companies. Our team is the best in the business. Our patented technology provides our large enterprise customers with the ability to solve complex data security problems with a paradigm shifting technology that can actually solve problems.

About You:

You are a strategic operator with a rare ability to sit at the intersection of revenue, technology, and execution. With deep experience in high-growth technology environments, you excel at absorbing complexity, synthesizing signals, and turning ambiguity into clear direction. You are trusted to act as a proxy for senior leadership, making sound decisions, resolving issues before they escalated, and ensuring there are no surprises when it comes to customer health, delivery confidence, or revenue risk.

You see patterns across accounts, connect them to renewals and expansion opportunities, and use that insight to influence roadmaps and priorities. Operationally, you thrive on building systems, processes, playbooks, dashboards, and knowledge hubs that allow teams to operate with precision and scale. Most importantly, you take ownership. You treat the success of the Customer Center of Excellence as your own, acting with urgency, judgment, and intent so leadership can focus less on firefighting and more on building the future.

Role Overview:

To serve as the strategic "force multiplier" and right-hand proxy for the VP of the Customer Center of Excellence. You will act as the operational bridge between our commercial organization and the Product, Engineering, and Delivery/Services teams, ensuring that our commercial commitments align with technical execution.

Critically, you are the VP's operational counterpart. By absorbing the complexity of technical triage and cross-functional coordination, you liberate the VP to pivot from "firefighting" to "future building." Your mandate is to protect revenue retention and drive growth by transforming aggregated client patterns into strategic roadmap influence and building the systemic infrastructure (Notion, Google Workspace, CRM) that allows the CCoE to operate with precision and intent.

This role exists to ensure there are no surprises regarding revenue risk, delivery confidence, or customer sentiment, so the VP can operate with absolute clarity and confidence at all times.

Key Responsibilities

1. Strategic Proxy & Executive Operations

• Delegated Decision Making Authority: You act as a revenue-risk firewall—absorbing, resolving, or escalating issues with clear recommendations before they ever reach the VP. You are empowered to make tactical decisions on behalf of the CCoE to maintain business velocity when the VP is in the field.

• Executive Intelligence & Synthesis: Synthesize complex data from across the existing customer base into a concise "aerial view" for CCoE leadership every week, ensuring total visibility without requiring the VP to manually track every activity. You ensure the VP never has to ask, "Should I be worried about this account?"—the answer is always pre-answered, with context and next steps.

• Strategic Narrative & Ghostwriting: Own the strategic narrative for the division. You will draft high-stakes content, including Leadership Decks and internal memos, ensuring the VP's voice and strategic intent are communicated clearly across the organization.

• Executive Bandwidth & Time Optimization: Act as the strategic gatekeeper for the VP's time, filtering external noise and prioritizing access to ensure leadership focus remains on high-leverage activities.

2. Technical Triage & Cross-Functional Diplomacy

• Strategic Pattern Recognition: Combine and aggregate individual client asks across the entire customer base to identify identity overlaps and patterns. You will use this data to influence Product, Engineering, and Delivery priorities, explicitly tying feature requests, defects, and technical constraints to renewal timing, expansion probability, and downside revenue risk.

• Product & Delivery Diplomacy: Act as the Commercial Advocate for the Product, Engineering, and Delivery roadmap, specifically facilitating alignment with clients who are collaborating with us on development. You will ensure these feedback loops drive commercial value rather than creating "grey areas."

• The Technical Filter: Serve as the first filter for technical challenges from the CCoE team, unblocking them before they reach the VP.

• Product Triage: Own the intake for product requests and bug reports. You are responsible for signaling the prioritization of these inputs, ensuring that those items are a direct link to revenue retention and expansion.

• Cross-Functional Issue Resolution: Act as an escalation layer between the CCoE team and the VP for cross-functional issues. You have the autonomy to navigate and resolve multi-departmental challenges. Your goal is to resolve organizational friction, ensuring that only critical, high-level strategic decisions are escalated to the VP.

• Commercial Readiness Assurance: Ensure no account enters a renewal or expansion conversation with unresolved technical ambiguity or unclear roadmap commitments.

3. Operational Architecture (The "Operating System")

• Client Reporting & Meeting Orchestration: Direct the collection and organization of critical data for Customer QBRs and Monthly Operational Meetings. You will hold cross-functional teams accountable for providing standardized, timely inputs to ensure a seamless and professional client experience. Ensure all customer-facing forums reduce uncertainty and reinforce confidence, both internally and externally.

• Knowledge Management & Project Discipline: Build, manage, and optimize the CCoE's operational home in Notion and Google Workspace. You will apply rigorous project management principles to ensure complex team initiatives are tracked with precision and accountability.

• Resource Planning & Talent Operations: Partner with HR and Leadership to forecast resource requirements and manage headcount planning, ensuring the team structure evolves ahead of customer demand.

• Process Standardization: Standardize the renewal, QBR, and onboarding playbooks to eliminate account-level variability and prevent last-minute escalation risk.

• Delivery Insight Early Warning: Ensure delivery insights surface early enough to influence renewals—not after risk has already materialized.

4. Revenue Operations & Analytics

• Revenue Guardianship: Monitor and report on the health of the entire customer base using metrics such as ARR (Annual Recurring Revenue), TCV (Total Contract Value), TTV (Time-to-Value), and MRR (Monthly Recurring Revenue). Monitor and interpret leading indicators of churn and expansion, well before you represent them in pipeline or forecast models.

• Departmental Budget & Cost Oversight: Manage the CCoE operating budget and expense forecasting, identifying opportunities to improve efficiency and reduce operational costs without sacrificing service quality.

• Consolidated Risk Reporting: Aggregate churn signals and expansion opportunities identified by the CCoE team into a single, actionable executive report, ensuring the VP receives a unified view of account health rather than fragmented updates. You will deliver a single, opinionated view of account health, what is safe, what is at risk, and what requires intervention, so the VP never has to reconcile conflicting signals.

• Quality Assurance & Alignment: Ensure all client documentation and external communications are precise, professionally structured, and fully aligned with the strategic intention of our solutions.

What Success Looks Like

• The VP is never surprised by churn risk, delivery issues, or customer dissatisfaction.

• Renewal and expansion conversations happen with clear technical alignment and zero ambiguity.

• Engineering and Product escalations arrive with context, options, and a recommendation—not raw problems.

• Customer health discussions focus on decisions, not discovery.

• The CCoE operates with a predictable, repeatable operating rhythm that scales with revenue.

The Ideal Profile

• Experience: 8 to 12 years in high-growth technology (Consulting, RevOps, or Technical Account Management).

• Technical Fluency & Translation: You possess a strong aptitude for understanding complex technology. You can rapidly learn our specific platform and effectively translate technical challenges between Engineering, Product, Delivery, and commercial groups to ensure clear communication and resolution.

• Operational Mastery: You are a power user of Notion, Google Workspace, and JIRA. You enjoy building the digital infrastructure and workflows that others use to succeed.

• Ownership & Growth Mindset: You view this role as a platform for mutual growth. You are ready to build alongside the VP, treating the division's success as your own and operating with deep intention and accountability.

Additional Information:

This posting is for an existing vacancy. We use artificial intelligence (AI) to screen, assess, and select applicants.

DataStealth is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

We look forward to reviewing your application

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