Director Customer Success Ops

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Director of Customer Success Operations

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts, and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud, and hybrid environments.

The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

Overview

Director of Customer Success Operations

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts, and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud, and hybrid environments.

The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

Role Summary

The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. The Director of Customer Success Operations will lead the operational strategy and execution for our global Customer Success organization. This role is pivotal in driving efficiency, scalability, and performance through data-driven insights, process optimization, and cross-functional collaboration. You will empower our Customer Success teams to deliver exceptional customer experiences and outcomes, ensuring our customers realize maximum value from their investment in One Identity.

Responsibilities

Strategy & Planning

• Partner with CS leadership to define and execute the Customer Success strategy.
• Develop and manage KPIs, dashboards, and reporting to track team performance and customer health.
• Lead annual planning, headcount modeling, and forecasting for the CS organization.

• Design and implement scalable processes across the customer lifecycle (onboarding, adoption, renewal, expansion).
• Identify and eliminate operational bottlenecks to improve team efficiency and customer satisfaction.
• Coordinate collaboration with our partners amongst the different customer success groups (technical support, professional services & customer success).

• Own the CS tech stack (e.g., Gainsight, Salesforce, Zendesk) and ensure tools are optimized for productivity.
• Evaluate and implement new technologies to support CS initiatives.

• Analyze customer data to identify trends, risks, and opportunities.
• Provide actionable insights to CS leadership and cross-functional partners (Product, Sales, Marketing).

• Develop onboarding and ongoing training programs for CS team members.
• Work with the broader enablement team to ensure repurposing of training materials to drive efficiency in the org.
• Ensure consistent adoption of best practices and processes across the team.

• Act as a liaison between Customer Success and other departments to align on customer-centric initiatives.
• Support strategic projects such as Voice of the Customer, Product Adoption Measurement, Executive Sponsor program, and customer journey mapping.
• Work with our channel team to ensure communication and operational plans include the partners.

• 8+ years of experience in Customer Success, Revenue Operations, or Business Operations, with at least 3 years in a leadership role.
• Proven experience building and scaling CS operations in a SaaS or technology-driven environment.
• Strong analytical skills with proficiency in tools like Excel, SQL, Salesforce, Gainsight, or similar platforms.
• Excellent communication and stakeholder management skills.
• Strategic thinker with a bias for action and a passion for customer success.

• Experience with customer segmentation, health scoring models, and lifecycle frameworks.
• Familiarity with change management, process improvement methodologies, and personality categorization methodologies (DISC, Meyers-Briggs).
• Working in a private equity environment