Director of Customer Success Operations

Director Of Customer Success

The Director of Customer Success is responsible for building, scaling, and operationalizing the systems, processes, and insights that power our Customer Success organization. This role translates strategy into execution — ensuring consistency, visibility, and accountability across the full post-sales customer lifecycle, from Sales handoff through Implementation, Adoption, Customer Management, Renewal, and Growth. You will serve as the strategic operational backbone of CS, enabling CSMs and CS Leaders to focus on customers while you own tooling, analytics, process design, and continuous improvement.

Customer Success Operations & Scale

• Own and evolve the end-to-end CS operating model, including implementation, onboarding, training, adoption, QBRs, renewals, and expansion readiness.
• Design and document scalable CS processes, playbooks, and standard operating procedures.
• Ensure consistent execution across accounts while allowing flexibility for enterprise complexity.

Systems, Tools & Data

• Own CS systems and tooling including CRM, reporting, health scoring, surveys, and workflow automation.
• Partner with Rev Ops and Sales to ensure clean data flows across Sales → CS → Finance.
• Define and maintain customer health frameworks, success plans, and lifecycle milestones.
• Build dashboards and reporting for executives and CS leadership covering health, risk, retention, adoption, and outcomes.

Metrics, Insights & Forecasting

• Establish and track core CS KPIs and OKRs including retention, renewal readiness, adoption, sentiment, and expansion signals — at both the team and individual CSM level.
• Support renewal forecasting and risk identification in partnership with CS leadership.
• Analyze trends in customer behavior and surface actionable insights to improve outcomes.

Cross-Functional Alignment

• Partner with Client Solutions and Implementation to operationalize clean implementation-to-CS handoffs and go-live readiness.
• Collaborate with Sales and Rev Ops on account segmentation, capacity planning, and renewal motions.
• Work with Product to close feedback loops between customer insights and roadmap priorities.

Enablement & Change Management

• Enable CSMs and CS Leaders through onboarding, training, documentation, and process clarity.
• Drive adoption of CS tools and workflows and identify and remove friction.
• Lead change management as CS evolves with company growth.

What Success Looks Like (6–12 Months)

• CS processes are documented, repeatable, and consistently executed.
• Leadership has clear visibility into customer health, risk, and renewals.
• CSMs spend more time with customers and less time on manual reporting.
• Renewals are proactive, predictable, and well-forecasted.
• CS is viewed internally as a disciplined, data-driven, and scalable function.

Requirements

• 8–12+ years of experience in Customer Success, CS Operations, Rev Ops, or related roles.
• Proven experience scaling CS operations in a B2B SaaS or enterprise technology environment.
• Strong analytical mindset with hands-on experience building dashboards, KPIs, and forecasting models.
• Experience partnering with technical implementation or professional services teams.
• Excellent communicator who can translate between executives, operators, and frontline teams.
• Comfortable operating in ambiguity and building structure from the ground up.
• Experience in AI, infrastructure, networking, or highly technical enterprise products is a plus.
• Experience with Gainsight, Salesforce, Jira, or similar CS/Rev Ops tooling is a plus.
• Background supporting renewal and expansion motions in enterprise accounts is a plus.

Compensation

• The salary for this role is $150,000 - $190,000. Final offer amounts are determined by multiple factors, including prior experience and job location, and may vary from the amount listed.