Full-Time Director of Customer Success Operations

The Director of Customer Success Operations will lead the operational strategy and execution for our global Customer Success organization. This role is pivotal in driving efficiency, scalability, and performance through data-driven insights, process optimization, and cross-functional collaboration.

• Partner with CS leadership to define and execute the Customer Success strategy.
• Develop and manage KPIs, dashboards, and reporting to track team performance and customer health.
• Lead annual planning, headcount modeling, and forecasting for the CS organization.
• Design and implement scalable processes across the customer lifecycle (onboarding, adoption, renewal, expansion).
• Identify and eliminate operational bottlenecks to improve team efficiency and customer satisfaction.
• Coordinate collaboration with our partners amongst the different customer success groups (technical support, professional services & customer success).
• Own the CS tech stack (e.g., Gainsight, Salesforce, Zendesk) and ensure tools are optimized for productivity.
• Evaluate and implement new technologies to support CS initiatives.
• Analyze customer data to identify trends, risks, and opportunities.
• Provide actionable insights to CS leadership and cross-functional partners (Product, Sales, Marketing).
• Develop onboarding and ongoing training programs for CS team members.
• Work with the broader enablement team to ensure repurposing of training materials to drive efficiency in the org.
• Ensure consistent adoption of best practices and processes across the team.
• Act as a liaison between Customer Success and other departments to align on customer-centric initiatives.
• Support strategic projects such as Voice of the Customer, Product Adoption Measurement, Executive Sponsor program, and customer journey mapping.
• Work with our channel team to ensure communication and operational plans include the partners.

• 8+ years of experience in Customer Success, Revenue Operations, or Business Operations, with at least 3 years in a leadership role.
• Proven experience building and scaling CS operations in a SaaS or technology-driven environment.
• Strong analytical skills with proficiency in tools like Excel, SQL, Salesforce, Gainsight, or similar platforms.
• Excellent communication and stakeholder management skills.
• Strategic thinker with a bias for action and a passion for customer success.

• Experience with customer segmentation, health scoring models, and lifecycle frameworks.
• Familiarity with change management, process improvement methodologies, and personality categorization methodologies (DISC, Meyers-Briggs).
• Working in a private equity environment

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