Director, Customer Success Operations

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

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. You will own critical analytics, reporting, workflows, enablement programs, and systems while identifying opportunities to improve efficiency and customer outcomes. Working closely with senior leaders and cross-functional partners, you will translate business objectives into measurable operational programs. Over time, you will build and develop a dedicated operations team and establish scalable infrastructure for continued growth.

Accountabilities: 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.

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