This library provides access to all organizational architecture documents, including EOS role scorecards
for each leadership position and strategic frameworks that guide WKT's revenue operating model.
📚
Winning by Design Customer Success Operating Model
Comprehensive methodology for the Customer Success function covering the full Delivery lifecycle:
Onboard → Adopt → Expand. Includes the SPICED diagnostic framework, Impact-driven success metrics,
health scoring models, renewal execution processes, and expansion strategies. This framework integrates
with the RevOps Revenue Model to create a unified customer journey from first touch through expansion.
📥 Download PDF (4.7 MB)
👑
Visionary (CEO)
Executive leadership role focused on long-term vision, strategic direction, and external stakeholder relationships.
Download Scorecard
⚙️
Integrator (President & COO)
Operational leadership accountable for day-to-day execution, cross-functional integration, and building a high-performing leadership team.
Download Scorecard
🎯
Chief of Staff
Strategic support role covering People & Culture, strategy translation, organizational communications, and operational excellence.
Download Scorecard
📣
Head of Demand
Owns demand generation, brand authority, performance marketing, and the RevOps Enablement function that creates unified pipeline visibility.
Download Scorecard
🤝
Head of Revenue
Accountable for all revenue-generating sales motions: Direct B2B, New B2B Content Sales, Channel & Partner, Institutional, and Government.
Download Scorecard
🔁
Head of Delivery
Owns the full customer lifecycle post-sale: Onboard, Adopt, Expand. Drives Net Revenue Retention and customer success outcomes.
Download Scorecard
📚
Head of Learning Development
Accountable for all learning content strategy, product development (e-learning, ILT, ALF), regulatory compliance, and third-party relationships.
Download Scorecard
🔧
Head of Platform & Technology
Owns WKT's technology platform, AI strategy, automation tools, and stays connected to the edtech landscape through industry events.
Download Scorecard
💼
Head of Finance & Administration
Owns enterprise infrastructure: financial reporting, HR operations, legal & compliance, IT, policy governance, events program, and market intelligence.
Download Scorecard
🔗
RevOps Enablement Manager
Governs the data, automation, and intelligence layer connecting Demand and Revenue. Owns CRM hygiene, pipeline reporting, and the unified data model that creates one source of truth.
Download Scorecard