Head of Customer Success Operations

Location: Remote (U.S. hours, 9 AM – 5 PM EST)

Type: Full-Time, 1099 Contractor

Head of Customer Success Operations

Reports to: Founder & CEO

Location: Remote (U.S. hours, 9 AM – 5 PM EST)

Type: Full-Time, 1099 Contractor

We’re hiring a Head of Customer Success Operations to lead the internal systems, metrics, and structure that power a high-performing, high-touch Customer Success team.

This is a non-client-facing, strategic role focused on building and owning the operational engine behind a luxury relocation service. You’ll work directly with the CEO and Senior CSM to shape how we track performance, scale sustainably, and deliver exceptional service to clients—without managing a client book yourself.

This role is ideal for someone currently operating at a Director level (or ready to step into it) who’s excited about meaningful work, full ownership, and long-term growth.`

• Build and maintain a comprehensive Customer Success Scorecard, tracking:
• NPS, CSAT, CES, escalation resolution time, refunds, onboarding quality, time to value, retention, upsells, SLA compliance (Slack/email), and response times
• Create health scoring systems to proactively flag at-risk clients
• Track the operational health and workload balance of individual CSM team members
• Deliver weekly dashboards and monthly performance insights to the CEO and Senior CSM
• Use data to drive decisions, flag team or process gaps, and prioritize operational improvements

• Own the design and execution of systems and documentation for:
• Escalation workflows, onboarding/offboarding, 1:1s, team meetings, and Slack/email best practices
• Monitor CSM Slack threads and client escalations weekly to audit for breakdowns or retraining needs
• Build and manage all SOPs, workflows, and team processes in Notion
• Forecast capacity and manage the hiring pipeline for new CSMs
• Serve as product owner for CS tools like Salesforce, GHL, Notion—ensuring system optimization and data hygiene

• Run weekly 1:1s with CSMs (focused on process, not client accounts) in partnership with Senior CSM
• Lead onboarding and continuous development for new and current team members
• Coordinate offsite planning, training agendas, and internal documentation with the Senior CSM
• Foster team alignment, operational clarity, and long-term retention

• A strategic operator who thrives on turning chaos into structure
• Deeply analytical—comfortable with dashboards, KPIs, and data models
• Proactive and resourceful—you spot breakdowns before others do and quietly fix them
• Experienced in CS or AM environments, especially backend support or enablement
• Organized, direct, and emotionally intelligent—you give feedback well and lead with clarity

• 4–6+ years in Customer Success, Account Management, or operational support roles
• 1–2+ years directly owning CS systems, tools, reporting, or enablement
• Hands-on experience with CRMs (Salesforce preferred), Notion, dashboards, and internal tooling
• Skilled in SOP creation, capacity planning, and hiring coordination
• Excellent communicator—able to turn data into action for others

• Built team capacity models and hiring forecasts
• Led training, QA, or documentation for remote teams
• Worked in high-touch, concierge, or relocation service environments

• Weekly dashboards guide CS decision-making and team performance
• Escalations are handled through clean, documented workflows
• CSMs are balanced, forecasted, and staffed ahead of spikes
• All training and 1:1s run on repeatable playbooks
• Retention, NPS, and CSAT rise as operational friction drops

• Build the backbone of a company helping Americans redesign their lives abroad
• High-impact, high-ownership role with visibility across the leadership team
• Fully remote team that values clarity, autonomy, empathy, and bold thinking
• Clear path to grow into a Director or VP-level title as we scale`

• Base Salary: $85,000 – $105,000 USD (1099 contractor)
• Bonus: Performance-based (10–15%) tied to Customer Success KPIs

We don’t just want your résumé—we want to meet you.

Please email …