Director, Customer Success Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success Operations based in the United States.

This is a high-impact leadership role responsible for building the operational engine behind a growing Customer Success organization.
You will sit at the intersection of data, technology, enablement, and team performance, turning complex operational challenges into scalable solutions.
The role combines strategic leadership with hands-on execution, particularly during the early stages of building the function and its team.
You will own analytics, reporting, onboarding processes, enablement programs, systems optimization, and operational planning.
Working closely with senior leaders and cross-functional partners, you will translate business goals into measurable programs that improve customer outcomes.
Over time, you will build and lead a dedicated CS Operations team, developing the people and infrastructure needed to scale effectively.
This is an ideal opportunity for a systems-minded operator who enjoys ambiguity, building from the ground up, and creating processes that make customer-facing teams more effective.

Accountabilities

• Build and progressively lead a Customer Success Operations team, initially overseeing the planned hiring and development of an Enablement Manager and Data Analyst.
• Recruit, develop, and retain high-performing operational talent while establishing a culture of clarity, accountability, ownership, and continuous improvement.
• Own the reporting and analytics framework for the onboarding organization, tracking metrics such as kickoff completion, rebooking, time-to-live, graduation rates, CSAT, and early churn indicators.
• Analyze customer and operational data from platforms such as Salesforce and Vitally to identify friction points, trends, and opportunities, translating findings into clear recommendations for leadership.
• Design and manage internal enablement and training programs for customer-facing managers and teams, ensuring readiness around product releases, systems, and process changes.
• Own the end-to-end operational design of the onboarding journey, including Sales-to-Customer Management handoffs and the transition from hypercare to ongoing Customer Success.
• Optimize the customer success technology stack, including Vitally, Salesforce, and Gong, while identifying opportunities for automation and improved adoption.
• Create scalable playbooks, standard operating procedures, workflows, and automations that reduce manual work and improve consistency.
• Partner with Product, Support, Training, Sales, Customer Success, and other operations teams to ensure effective processes, data infrastructure, tooling, and customer handoffs.
• Serve as an operational thought partner to senior leadership on OKRs, capacity planning, organizational design, and strategic initiatives.
• Help connect onboarding operations with the broader customer retention journey by identifying trends and opportunities across the post-sale lifecycle.

Requirements

• 6+ years of experience in Customer Success Operations, Revenue Operations, or a closely related function, ideally within a B2B SaaS environment.
• 3+ years of experience managing or leading teams, with a demonstrated ability to develop people and build high-performing functions.
• Strong analytical capabilities, including experience working with data, developing dashboards, monitoring KPIs, and turning insights into business decisions.
• Proven experience designing, owning, or scaling internal enablement and training programs.
• Strong systems-thinking skills, with the ability to map complex processes end-to-end, identify bottlenecks, and implement scalable improvements.
• Hands-on experience with customer success, CRM, or revenue technology, particularly platforms such as Salesforce, Vitally, Gainsight, ChurnZero, or Totango.
• Excellent communication skills, with the ability to present strategic recommendations to senior executives while also creating clear documentation and SOPs for individual contributors.
• A builder mentality and willingness to operate as an individual contributor while establishing the foundations of a new team and function.
• Strong ownership, organization, problem-solving skills, and comfort working in a fast-moving environment with ambiguity.
• Experience in vertical SaaS, SMB-focused businesses, customer onboarding, professional services, or customer success platforms is a plus.
• Familiarity with AI tools and their application to analytics, workflow automation, coaching, or operational efficiency is desirable.

Benefits

• Fully remote work flexibility within the United States.
• Competitive base salary aligned with experience and responsibilities.
• Generous paid time off to support sustainable work-life balance.
• Paid maternity, parental bonding, and medical leave.
• Comprehensive medical, dental, vision, and prescription coverage, with employee-only medical premiums fully covered and 50% of family costs covered.
• Access to free, confidential mental health counseling through BetterHelp.
• 401(k) retirement savings plan with a 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Life and Accidental Death & Dismemberment (AD&D) insurance.
• Wellness allowance of up to $60 per month for fitness, mental health, or other eligible wellness needs.
• $300 home-office setup bonus after one year of employment.
• Continuing education and professional development support.
• Regular company and team offsites, with travel typically required 1–3 times per year.
• A collaborative, ambitious culture that values ownership, transparency, feedback, initiative, and meaningful results.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.