Director of Customer Success Operations

Job Summary

To drive the efficient delivery of customer success initiatives, the remote Director of Customer Success Operations will manage processes, programs, and technologies to enhance customer adoption, retention, and satisfaction within the Software-as-a-Service industry.

Key responsibilities:

• Develop and maintain situational awareness of the business to understand key drivers of customer health and satisfaction
• Create and evolve process artifacts and playbooks that enhance the customer journey across onboarding, training, and support
• Implement and manage customer success software to facilitate an integrated operational model throughout the customer lifecycle

Required qualifications:

• 7+ years of experience in customer success operations or equivalent roles in sales or business operations
• Experience in SaaS, Social Media Management, and enterprise software
• Strong analytical and problem-solving skills with the ability to develop situational awareness
• BS or equivalent education; MA/MS/MBA preferred
• Proficiency with Salesforce and CRM or SaaS support software