Head of Customer Success Operations

Location: Remote (U.S. hours, 9 AM – 5 PM EST) Type: Full-Time, 1099 Contractor Head of Customer Success Operations Reports to: Founder & CEO Location: Remote (U.S. hours, 9 AM – 5 PM EST) Type: Full-Time, 1099 Contractor The Role We’re hiring a Head of Customer Success Operations to lead the internal systems, metrics, and structure that power a high-performing, high-touch Customer Success team. This is a non-client-facing, strategic role focused on building and owning the operational engine behind a luxury relocation service. You’ll work directly with the CEO and Senior CSM to shape how we track performance, scale sustainably, and deliver exceptional service to clients—without managing a client book yourself. This role is ideal for someone currently operating at a Director level (or ready to step into it) who’s excited about meaningful work, full ownership, and long-term growth.` What You’ll Own Data, Reporting & KPIs Build and maintain a comprehensive Customer Success Scorecard, tracking: NPS, CSAT, CES, escalation resolution time, refunds, onboarding quality, time to value, retention, upsells, SLA compliance (Slack/email), and response times Create health scoring systems to proactively flag at-risk clients Track the operational health and workload balance of individual CSM team members Deliver weekly dashboards and monthly performance insights to the CEO and Senior CSM Use data to drive decisions, flag team or process gaps, and prioritize operational improvements Systems, Structure & Oversight Own the design and execution of systems and documentation for: Escalation workflows, onboarding/offboarding, 1:1s, team meetings, and Slack/email best practices Monitor CSM Slack threads and client escalations weekly to audit for breakdowns or retraining needs Build and manage all SOPs, workflows, and team processes in Notion Forecast capacity and manage the hiring pipeline for new CSMs Serve as product owner for CS tools like Salesforce, GHL, Notion—ensuring system optimization and data hygiene Team Enablement & Leadership Run weekly 1:1s with CSMs (focused on process, not client accounts) in partnership with Senior CSM Lead onboarding and continuous development for new and current team members Coordinate offsite planning, training agendas, and internal documentation with the Senior CSM Foster team alignment, operational clarity, and long-term retention Who You Are A strategic operator who thrives on turning chaos into structure Deeply analytical—comfortable with dashboards, KPIs, and data models Proactive and resourceful—you spot breakdowns before others do and quietly fix them Experienced in CS or AM environments, especially backend support or enablement Organized, direct, and emotionally intelligent—you give feedback well and lead with clarity What We’re Looking For 4–6+ years in Customer Success, Account Management, or operational support roles 1–2+ years directly owning CS systems, tools, reporting, or enablement Hands-on experience with CRMs (Salesforce preferred), Notion, dashboards, and internal tooling Skilled in SOP creation, capacity planning, and hiring coordination Excellent communicator—able to turn data into action for others Bonus Points If You Have Built team capacity models and hiring forecasts Led training, QA, or documentation for remote teams Worked in high-touch, concierge, or relocation service environments What Success Looks Like Weekly dashboards guide CS decision-making and team performance Escalations are handled through clean, documented workflows CSMs are balanced, forecasted, and staffed ahead of spikes All training and 1:1s run on repeatable playbooks Retention, NPS, and CSAT rise as operational friction drops Why Join LuxNomads Build the backbone of a company helping Americans redesign their lives abroad High-impact, high-ownership role with visibility across the leadership team Fully remote team that values clarity, autonomy, empathy, and bold thinking Clear path to grow into a Director or VP-level title as we scale` Compensation Base Salary: $85,000 – $105,000 USD (1099 contractor) Bonus: Performance-based (10–15%) tied to Customer Success KPIs How to Apply We don’t just want your résumé—we want to meet you. Please email View email address on click.appcast.io with: Your résumé A brief cover letter A 3-minute video answering: Tell us about your background Why are you the perfect fit for this role? Why do you believe in the LuxNomads mission?` Note: In line with company policy, we are unable to hire current or former LuxNomads clients for this role. Seniority level Seniority level Director Employment type Employment type Contract Industries Professional Training and Coaching Referrals increase your chances of interviewing at LuxNomads by 2x Sign in to set job alerts for “Head of Customer Success” roles. 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