Director of Customer Success Operations

Job Summary

To support a growing multi-brand portfolio, the full-time Director of Customer Success Operations will build and manage the reporting, data, process, and AI infrastructure necessary for effective customer success operations, collaborating cross-functionally to enhance customer engagement and operational efficiency in a remote setting.

Key responsibilities

• Build and operate the AI-native account intelligence layer, integrating various data sources for customer health and risk assessment
• Own the Customer Success reporting cadence, including forecasting for expansion, renewal, and attrition across multiple brands
• Manage the Customer Success data integrity and oversee the tool stack, ensuring effective configuration and rollout of necessary systems

Required qualifications

• 5-7 years of experience in Customer Success Operations or related leadership roles within a B2B SaaS environment
• Demonstrated experience in building customer-facing operations infrastructure, including playbooks and reporting systems
• Hands-on fluency with AI-native tooling in a customer success context, including LLM-powered workflows
• Strong analytical skills with proficiency in Salesforce data models and modern BI tools
• Bachelor's degree or equivalent experience