Director, Customer Success Operations

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

📋 Description

• Build and oversee the Customer Success Operations team, initially taking on responsibilities for Enablement Manager and Data Analyst until those roles are filled.

• Recruit, nurture, and retain operational talent as the team grows.

• Set metrics and reporting for the onboarding process, including kickoff completion, rebook rate, time-to-live, graduation rate, CSAT, and early-churn indicators.

• Analyze product usage data, Vitally data, and Salesforce reports to pinpoint friction points and identify opportunities for improvement.

• Provide actionable insights and recommendations to the VP and team leaders.

• Design and conduct internal training sessions for COMs and managers.

• Keep the team informed about product releases, system updates, and process changes.

• Collaborate with Product, Support, and Training teams to convert external changes into internal preparedness.

• Own the design of the onboarding workflow from AE-to-COM handoff through hypercare to CS graduation.

• Promote the adoption and optimization of Vitally, Salesforce, and Gong.

• Streamline processes by eliminating manual tasks and creating scalable playbooks, automations, and SOPs.

• Collaborate on data infrastructure, billing integrations, and tool selection.

• Provide the Customer Success team with data, insights, playbooks, and process frameworks.

• Ensure a seamless transition between onboarding and the CS retention strategy.

• Work together with CS leadership on tools, reporting, and enablement efforts.

• Advise the VP on OKRs, capacity planning, and organizational structure.

• Translate business objectives into quantifiable operational programs.

• Contribute to cross-functional initiatives involving Sales, Customer Success, and Product.

⛳️ Requirements

• A minimum of 6 years of experience in customer success operations, revenue operations, or a related field, preferably within B2B SaaS.

• At least 3 years of experience managing or leading teams.

• Strong analytical abilities, including data extraction, dashboard creation, and translating metrics into actionable decisions.

• Experience in designing or managing internal enablement or training programs.

• Capability to map end-to-end processes and identify areas for improvement.

• Excellent written and verbal communication skills for executive presentations and SOP documentation.

• Willingness to initially perform individual contributor tasks while building the team over time.

• Experience in vertical SaaS environments or working with SMB clients (preferred).

• Familiarity with onboarding or professional services processes (preferred).

• Experience in building or managing a customer success platform (preferred).

• Knowledge of AI tools for analytics, workflow automation, or coaching (preferred).

🏝️ Benefits

• Flexibility for remote work.

• Competitive base salary.

• Generous paid time off policy.

• Paid maternity leave.

• Paid parental bonding leave.

• Paid medical leave for employees or their loved ones.

• Comprehensive Medical, Dental, Vision, and Prescription coverage.

• Employee-only plans with 100% premium coverage.

• Family plan premiums covered at 50%.

• Free, confidential counseling services through BetterHelp.

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.

• Flexible Spending Accounts (FSA).

• Health Savings Accounts (HSA).

• Life and Accidental Death & Dismemberment (AD&D) Insurance.

• Up to $60/month towards fitness, mental health, or wellness expenses.

• $300 home office setup bonus after one year of employment.

• Support for continuing education opportunities.

• Team and company-wide offsites, with full attendance support.

• Engaging activities and office amenities.