Director of Customer Success Operations

About Securly

Securly is the K-12 market leader in AI-powered student safety and wellness solutions, protecting more than 20 million students across 20,000+ schools. Our mission is to create safer, more supportive learning environments by detecting potential harm, supporting student mental health, and empowering educators with actionable insights that help students thrive.

By turning data into meaningful, actionable intelligence, Securly enables schools to identify risk earlier, reduce harmful incidents, and strengthen student support — driving measurable improvements in safety and wellbeing. We're proud to be recognized as a Top Place to Work , named to TIME's America's Top EdTech Companies 2026 list, a Top 40 Most Used EdTech , and one of the 150 most transformational growth companies.

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 make sure 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, you'll get under the hood - auditing our Vitally configuration, current CS Ops and renewals workflows, and team structure. You'll build real relationships with your team and ship your first wave of improvements: sharper health scoring, better dashboards, and a more programmatic renewals process.

By 6 months, you're driving measurable gains - better renewals efficiency, stronger forecast accuracy, and dashboards that CS and company leadership actually rely on to run the business.

By your first year, you 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.

What You'll Do

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 to them

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

What We're Looking For

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

Equal Opportunity Employer

Securly is committed to building a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, or any other legally protected characteristic. Accommodations are available throughout the hiring process - just let us know at recruitment.us@securly.com #LI-Remote #LI-DO1