Director of Customer Success Operations

About the Role

Securly is looking for a Director, Customer Success Operations to lead the systems, processes, and people behind our entire post-sale customer journey. You'll lead our CS Ops and Renewals function—a CS Ops Manager, a CS Ops Specialist, and a team of Renewals Specialists—and own Vitally, our Customer Success platform, as the operational backbone of the business.

This is a builder's role. Vitally has been live for about a year, and the next chapter is yours to write: deepening adoption, sharpening health scoring, automating renewals workflows, and turning good instincts into a repeatable, data-driven system that scales. You'll be the operational thought partner to CS executives—using data and process design to ensure customer growth and success directly fuel Securly's growth.

Location: Remote (U.S.)
Type: Full-Time, Exempt
Reports to: SVP, Customer Success

What Success Looks Like

• In your first 90 days: Audit Vitally configuration, current CS Ops and renewals workflows, and team structure. Build relationships with your team and ship improvements: sharper health scoring, better dashboards, and a more programmatic renewals process.
• By 6 months: Drive measurable gains—better renewals efficiency, stronger forecast accuracy, and dashboards that CS and company leadership rely on to run the business.
• By your first year: Own a mature CS Ops and Renewals function that consistently meets or exceeds retention targets, backed by a trained, accountable team and a Vitally instance that scales with Securly's growth.

Responsibilities

• Lead the team:
  • Hire, coach, and manage a team of a CS Ops Manager, a CS Ops Specialist, and Renewals Specialists—setting clear goals and holding the team accountable.
  • Structure team capacity and coverage to match renewal volume and customer segmentation.
  • Build a real growth path for your team, from onboarding through career development.
• Own the process:
  • Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey.
  • Own the end-to-end renewal process—timely, accurate, and built to minimize churn.
  • Design and run a programmatic renewals process suited to a high-volume, complex customer base.
• Turn data into decisions:
  • Own customer health scoring, tracking, and measurement across the install base.
  • Define and build the dashboards CS and executive leadership use to manage the business.
  • Surface customer insights to Product, Support, and Sales to drive real improvements.
• Build the tech stack:
  • Serve as the internal owner of Vitally—driving adoption, configuration, and continuous optimization.
  • Identify, build, and implement Agentic AI and automation that genuinely moves the needle on CS Ops and renewals outcomes.
  • Manage the broader tech stack, including integrations with Salesforce and other GTM systems.

Requirements

• 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team—this is a leadership track record, not an individual-contributor background, with proven experience scaling CS tools, systems, and AI.
• Real examples of scaling a CS Ops function—taking a team, process, or system from early-stage to measurably better performance, with strong examples of building tools, systems, and process, and applying AI.
• Hands-on experience building tech, systems, and automation—you've architected workflows, integrations, or automation inside a CS platform (Vitally, Gainsight, Totango, ChurnZero, or similar) and a CRM like Salesforce or HubSpot, not just used tools someone else set up.
• Applied experience with Agentic AI and automation—you've actually built or implemented AI-driven workflows (like automated health scoring or renewals triage), not just explored the space.
• A track record of building and coaching a team, with strong data analytics skills and fluency in core SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT).
• Strong project management skills and the ability to manage multiple cross-functional initiatives at once.
• Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus.

Why You'll Love Working at Securly

• Meaningful impact: Build the operational engine behind a company that helps protect millions of students.
• People-first culture: Consistently recognized as a Top Place to Work.
• Remote-first flexibility: Work from home with a supportive, distributed team.
• Real ownership: Shape a growing platform and team, not maintain someone else's system.
• Mission-driven work: What you build directly supports student safety and wellbeing.

Benefits & Perks

• Competitive salary up to $165K with performance incentives.
• Medical, dental, and vision coverage.
• 401(k) with employer match.
• 12 weeks of fully paid parental leave.
• Unlimited PTO, paid holidays, and a paid one-week year-end shutdown.
• $1,000 annual professional development stipend.
• Free mental health resources and Employee Assistance Program.