Director, Business Operations - Customer Success

This position is listed on behalf Customerof a partner company, who manages all applications and next steps. Our partner is looking for a Director, Business Operations -  Success based in United States.

This is a remote leadership opportunity focused on building and scaling Business Operations for a global Customer Success organization. You’ll establish the operating model, business rhythms, and processes that enable Support, Technical Success, and Professional Services to perform at scale. The role combines strategic planning with hands-on execution across resource management, budgeting, P&L, and performance management. You’ll partner closely with senior Customer Success and Finance leaders to translate business priorities into actionable plans and measurable outcomes. A major focus will be developing KPIs, dashboards, and executive reporting that create visibility into organizational health and efficiency. The ideal leader thrives in ambiguity, builds structure from the ground up, and uses data, technology, and AI to improve operations. This is a high-impact role for an owner-minded operator who enjoys solving complex problems in a fast-moving B2B SaaS environment.

Accountabilities:: Establish and lead the Business Operations function supporting Customer Success, defining clear responsibilities, processes, and operating mechanisms across Support, Technical Success, and Professional Services.

Develop and maintain the organization's operating cadence, including Monthly Business Reviews, Quarterly Business Reviews, Annual Operating Planning, and executive performance reviews.

Partner with Finance and Customer Success leadership on resource management, capacity planning, investment prioritization, budgeting, and P&L management.

Lead headcount planning, budget visibility, investment tracking, and other operational processes that enable informed and data-driven business decisions.

Build and operationalize KPIs, dashboards, reporting frameworks, and performance insights that provide clear visibility into business health, team performance, and operational efficiency.

Establish scalable processes and business rhythms for a newly created function, continuously refining them as the organization grows and evolves.

Partner with cross-functional stakeholders to identify operational challenges, develop solutions, and improve the effectiveness of post-sales operations.

Apply AI, automation, and advanced analytics where appropriate to improve workflows, business visibility, decision-making, and customer outcomes.

Lead and develop high-performing team members, providing direction, mentorship, and support for professional growth.

Balance strategic leadership with hands-on execution, taking ownership of complex or ambiguous problems and driving them toward practical, measurable outcomes.

Requirements:

8+ years of experience in Business Operations, preferably supporting post-sales functions such as Customer Success, Customer Support, or Professional Services.

Demonstrated experience leading teams and developing high-performing professionals within operational or business management environments.

Proven ability to build a new function, operating model, or business process within a growing or evolving organization.

Strong experience with business planning, resource and capacity management, P&L management, KPI development, executive reporting, and operating cadences.

Strong understanding of customer journeys and the operational requirements of post-sales organizations within high-growth B2B SaaS or technology environments.

Demonstrated curiosity and hands-on exploration of AI tools, with the ability to integrate emerging technologies into workflows and problem-solving.

Experience partnering closely with Finance on budgets, headcount planning, investment decisions, and business performance reviews.

Excellent analytical and problem-solving abilities, with a strong data-driven approach to decision-making.

Ability to operate effectively in ambiguity, create structure where none exists, and move initiatives from strategy through execution.

Strong executive communication and stakeholder-management skills, with the ability to build trust through clarity, candor, accountability, and follow-through.

An ownership mindset, strong sense of urgency, and willingness to take responsibility for outcomes rather than simply activities.

A growth mindset and commitment to continuous learning, feedback, process improvement, and team development.

Preferred: experience applying AI, automation, or advanced analytics to improve post-sales operational efficiency and customer outcomes.

Preferred: experience establishing or scaling Monthly Business Reviews, QBRs, and Annual Operating Planning processes across multiple post-sales functions.

Benefits:

Remote work in the United States.

Base salary of $175,000–$250,000 USD , excluding applicable bonus, commission, or equity.

Compensation determined based on role, level, job-related skills, experience, education, training, and location.

Comprehensive health plan options to support employees and their families.

Vacation and sick time through dedicated time-off programs.

Parental leave options.

Retirement savings options .

Education reimbursement to support continued professional development.

Additional in-office perks and employee benefits .

An inclusive, collaborative environment focused on customer obsession, ownership, accountability, and high-impact work.

Opportunities to work with emerging AI and intelligent technologies while helping shape scalable operations within a high-growth technology environment.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1