Director of Customer Success Operations

Job Summary

To drive customer health and retention strategies, the full-time Director of Customer Success Operations will manage the design and implementation of scalable processes, oversee the deployment of a new Customer Success platform, and lead a high-performing operations team while working remotely.

Key Responsibilities

• Own the design and operationalization of the Customer Success retention model, focusing on customer health scoring and risk identification
• Lead the transition to digital-first engagement models, enhancing customer experience and operational efficiency
• Oversee the deployment and optimization of the 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 experience in a leadership role
• Proven track record of scaling operations in a SaaS or technology-enabled environment
• Strong analytical skills with the ability to translate data into actionable insights
• Experience driving cross-functional initiatives and managing organizational change