Director of Customer Success Operations

Job Summary

Driving strategic transformation, the full-time salaried Director of Customer Success Operations will manage the development and scaling of customer retention models, implement digital engagement strategies, and oversee the deployment of a new Customer Success platform to enhance operational efficiency and customer health in a remote setting.

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, improving customer coverage and 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 Revenue Operations
• 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 driving cross-functional initiatives and organizational change