Director of Customer Success Operations

Job Summary

Driving customer health and retention strategies, the full-time Director of Customer Success Operations will build and scale operational processes, implement a new Customer Success platform, and lead a high-performing team to enhance customer outcomes in a remote environment.

Key Responsibilities

• Own the design and operationalization of the Customer Success retention model, focusing on customer health scoring and risk identification
• Lead the shift toward digital-first engagement models, improving efficiency and customer experience through automated journeys and campaigns
• Oversee the deployment and optimization of a new Customer Success platform, ensuring data integrity and alignment with CRM systems

Required Qualifications

• 8+ years of experience in Customer Success, Operations, or related functions
• 3+ years of experience in a leadership role
• Proven success in scaling operations within a SaaS or technology-enabled environment
• Strong analytical skills with the ability to translate data into actionable insights
• Experience driving cross-functional initiatives and organizational change