Director, Customer Success Operations

About the role

This is a high-impact operations leadership role focused on building the systems, insights, and processes that enable customer-facing teams to perform at their best. You will serve as the operational engine behind a large onboarding and professional services organization, connecting data, technology, enablement, and team performance. The role combines strategic leadership with hands-on execution, particularly during the early stages of building the operations function. Over time, you will build and develop a dedicated operations team and establish scalable infrastructure for continued growth.

Responsibilities

• Build and lead a Customer Success Operations function over time, initially owning key responsibilities directly while recruiting and developing an Enablement Manager and Data Analyst.
• Recruit, coach, and retain high-performing operational talent while establishing a culture of accountability, clarity, continuous improvement, and strong execution.
• Own the reporting and analytics layer for the onboarding organization, tracking metrics such as kickoff completion, rebooking, time-to-live, graduation, CSAT, and early churn.
• Analyze product usage, customer success platform, and CRM data to identify friction points, trends, and opportunities, translating findings into clear recommendations for leadership.
• Design and manage internal enablement and training programs for customer-facing managers and teams, ensuring readiness around product releases, systems, and process changes.
• Own the end-to-end operational design of onboarding workflows, from sales handoffs through hypercare and transition into ongoing customer success.
• Optimize the customer success technology ecosystem, including platforms such as Vitally, Salesforce, and Gong, while driving adoption and improving data quality.
• Identify and eliminate manual work by developing scalable playbooks, automations, standard operating procedures, and repeatable processes.
• Partner with Product, Support, Training, Sales, Customer Success, and other operations stakeholders to align tooling, reporting, data infrastructure, and customer lifecycle processes.
• Act as a strategic thought partner to senior leadership on OKRs, capacity planning, organizational design, and operational priorities.
• Translate broader business goals into measurable programs and contribute to cross-functional initiatives that improve retention, onboarding efficiency, and customer outcomes.
• Explore AI-enabled tools and workflows that can enhance analytics, automation, coaching, and operational efficiency.

Requirements

• 6+ years of experience in Customer Success Operations, Revenue Operations, or a related operations discipline, ideally within a B2B SaaS environment.
• 3+ years of experience managing or leading teams, with a demonstrated ability to develop talent and establish high-performing operating structures.
• Strong analytical capabilities, including experience working with data, building dashboards, interpreting operational metrics, and translating insights into business decisions.
• Proven experience designing, implementing, or owning internal enablement and training programs.
• Strong systems-thinking ability, with experience mapping end-to-end processes, identifying operational breakdowns, and designing scalable solutions.
• Hands-on experience working as an individual contributor and building an operations function from the ground up before delegating responsibilities to a growing team.
• Experience with customer success, CRM, or revenue operations platforms such as Salesforce, Vitally, Gainsight, ChurnZero, or Totango.
• Strong communication skills, with the ability to present strategic recommendations to senior executives while also creating clear SOPs and guidance for individual contributors.
• Strong cross-functional collaboration skills and the ability to work effectively across Sales, Customer Success, Product, Support, and other business functions.
• Experience in vertical SaaS, SMB-focused businesses, customer onboarding, or professional services is a plus.
• Experience using AI tools to improve analytics, automate workflows, enhance coaching, or increase operational efficiency is advantageous.
• Comfortable working in an evolving environment where priorities shift and strong judgment, initiative, and ownership are essential.

Benefits

• Fully remote work flexibility.
• Competitive base salary.
• Generous paid time off.
• Paid maternity, parental bonding, and medical leave.
• Comprehensive medical, dental, vision, and prescription coverage, including full employee-only premium coverage and 50% family premium coverage.
• Free, confidential mental health counseling through BetterHelp.
• 401(k) retirement savings plan with a 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Life and Accidental Death & Dismemberment (AD&D) insurance.
• Wellness allowance of up to $60 per month for fitness, mental health, or other eligible wellness needs.
• $300 home office setup bonus after one year of employment.
• Continuing education and professional development support.
• Opportunities to attend team and company-wide offsites, with travel typically required 1-3 times per year.
• Collaborative, supportive team environment with opportunities to make a meaningful operational impact.