Director of Customer Success Operations

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

📋 Description

• Lead the Customer Success Operations and Renewals department, focusing on hiring, coaching, managing, and developing the team.

• Organize team capacity and coverage based on renewal volume and customer segmentation.

• Create, implement, and enhance scalable playbooks for the post-sale customer experience.

• Oversee the entire programmatic renewal process to reduce churn.

• Manage customer health scoring, tracking, measurement, and associated dashboards.

• Provide customer insights to the Product, Support, and Sales teams.

• Act as the internal lead for Vitally, promoting its adoption, configuration, and optimization.

• Develop and implement Agentic AI and automation for Customer Success Operations and renewals.

• Handle integrations with Salesforce and other go-to-market systems.

• Report directly to the Senior Vice President of Customer Success.

• Achieve improvements in health scoring, dashboards, renewal efficiency, forecast accuracy, retention targets, and operational scalability.

⛳️ Requirements

• Minimum of 3 years of experience leading a Customer Success Operations, Revenue Operations, or Renewals team.

• Demonstrated ability to scale Customer Success tools, systems, and AI solutions.

• Proven track record of enhancing a Customer Success Operations function from an early stage to measurable performance improvements.

• Practical experience in building technology, systems, workflows, integrations, and automation within a customer success platform and CRM.

• Familiarity with platforms such as Vitally, Gainsight, Totango, ChurnZero, or similar tools.

• Experience with Salesforce or HubSpot.

• Applied experience in creating or implementing Agentic AI-driven workflows.

• History of developing and mentoring a team.

• Strong analytical skills in data interpretation.

• Proficiency in SaaS metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, Customer Lifetime Value (CLV), Net Promoter Score (NPS), and Customer Satisfaction (CSAT).

• Excellent project management capabilities.

• Ability to manage multiple cross-functional projects concurrently.

• Experience in K-12, EdTech, or education-related SaaS is a significant advantage.

🏝️ Benefits

• Competitive salary up to $165K with performance-based incentives.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with employer matching.

• 12 weeks of fully paid parental leave.

• Unlimited paid time off, paid holidays, and a one-week paid year-end shutdown.

• Annual professional development stipend of $1,000.

• Access to free mental health resources and an Employee Assistance Program.

• Flexibility in remote work arrangements.

• Supportive and distributed team environment.

• Opportunity to make a meaningful impact through mission-driven work.

• Genuine ownership of a growing platform and team.