Director of Customer Success Operations

Job Summary

Leading the Customer Success Operations team, the full-time remote Director of Customer Success Operations will manage the post-sale customer journey, oversee the CS Ops and Renewals function, and optimize the use of the Vitally platform to enhance customer growth and success.

Key responsibilities

• Hire, coach, and manage a team while setting clear goals and accountability measures
• Design and implement scalable playbooks and oversee the end-to-end renewal process to minimize churn
• Own customer health scoring and develop dashboards for leadership to drive business decisions

Required qualifications

• 3+ years of leadership experience in Customer Success Operations, Revenue Operations, or Renewals
• Proven track record of scaling Customer Success functions and implementing AI-driven processes
• Hands-on experience building tech systems and automation within customer success platforms
• Strong data analytics skills with fluency in SaaS metrics such as GRR, NRR, and churn
• Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus