Director, Customer Success Operations

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develop and enhance the operational framework that promotes customer health, retention, and growth.

• Create, refine, and implement the Customer Success retention strategy.

• Identify and standardize retention factors, such as customer health metrics, risk assessment, and value preservation.

• Enhance the predictability of churn and renewal results through data-driven insights and disciplined processes.

• Establish governance structures and regular operations focused on retention performance.

• Oversee digital-first and scalable customer engagement strategies.

• Assess segmentation, coverage strategies, and customer lifecycle journeys across high-touch, tech-touch, and digital segments.

• Design and execute automated customer journeys, campaigns, and lifecycle management.

• Take ownership of the deployment and optimization of a new Customer Success Platform as the primary operational system.

• Standardize playbooks, calls to action, health metrics, and workflows.

• Align Salesforce and Customer Success Platform data architectures with Data, IT, and Sales Operations.

• Spearhead automation, AI-powered insights, and predictive analytics initiatives.

• Define and advance the Customer Success operational framework and scalable methodologies.

• Drive enterprise-wide change management and encourage the adoption of new processes.

• Create executive dashboards and key performance indicators for customer health, retention, and operational efficiency.

• Enhance the accuracy of renewal forecasts.

• Lead capacity planning, coverage modeling, and optimization of cost-to-serve.

• Provide insights on trends, risks, and opportunities for growth.

• Collaborate cross-functionally with Customer Success, Product, Sales, Support, Finance, and Enablement teams.

• Establish regular operational rhythms, including business reviews, risk assessments, and executive reporting.

• Build and manage a high-performing Customer Success Operations team.

• Define roles across operations, analytics, systems, and program management.

• Mentor and develop talent, coaching leaders in operational excellence and data-driven practices.

⛳️ Requirements

• Over 8 years of experience in Customer Success, Operations, Revenue Operations, or a related field.

• More than 3 years of experience in leadership roles.

• Demonstrated success in scaling operations within a SaaS or technology-driven environment.

• Strong analytical capabilities with a proven track record of converting data into actionable insights.

• Extensive experience in leading cross-functional initiatives and driving organizational change.

• Hands-on experience with Customer Success Platforms and Salesforce ecosystems is preferred.

• Experience in developing retention models and predictive health scoring frameworks is preferred.

• Strong foundation in digital customer success and scalable engagement strategies is preferred.

• Experience in leading transformation projects involving automation, AI, or shifts in operating models is preferred.

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance, and AD&D).

• Flexible Spending Accounts and Health Savings Accounts.

• Short-Term Disability and Long-Term Disability benefits.

• Comprehensive 401(k) plan.

• Generous Parental Leave policy.

• Unrestricted paid time off (designated as Discretionary Time Off - DTO).

• Wellness Program, including ClassPass and Employee Assistance Program.

• Tuition Reimbursement opportunities.

• Pet Insurance coverage.

• Identity Theft Protection services.

• Student Debt Repayment Program.

• Prepaid Legal coverage.