Director of Customer Success Operations

Job Summary

Leading the Professional Services and Customer Success Operations functions, the remote Director of Customer Success Operations will manage customer onboarding and implementation processes, drive Time to Value, and enhance operational efficiency across post-sale teams.

Key responsibilities:

• Lead and develop the Professional Services team, overseeing onboarding and implementation managers
• Own the customer onboarding journey from contract signature to go-live, ensuring effective transition to ongoing customer success management
• Drive the implementation and optimization of the Customer Success platform, including health scoring and reporting

Required qualifications:

• 7+ years of experience in Customer Success or post-sale leadership in a B2B SaaS environment
• Proven track record in managing customer onboarding and implementation at scale
• Hands-on experience with Customer Success platforms such as Planhat, Gainsight, or Totango
• Strong program and project management skills with the ability to manage multiple workstreams
• Experience building health score models and at-risk reporting to drive actionable insights