Director of Customer Success Operations
Job Summary
To drive customer health and retention strategies, the full-time salaried Director of Customer Success Operations will manage the operational framework, implement a new Customer Success platform, and lead digital engagement initiatives while collaborating with cross-functional teams.
Key Responsibilities
- Own the design and operationalization of the Customer Success retention model, focusing on customer health scoring and risk identification
- Lead the shift towards digital-first engagement models, enhancing customer experience and operational efficiency
- 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 fields
- 3+ years of people leadership experience
- 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 in driving cross-functional initiatives and organizational change
Complete Job Description
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