Role OverviewThe Director, Customer Success Operations is a strategic transformation leader responsible for building and scaling the operating engine that drives customer health, retention, and expansion. Reporting to the VP of Customer Success Operations, this role translates Customer Success strategy into disciplined execution by designing scalable processes, enabling data-driven decision-making, and embedding operational rigor across the organization. Success in this role is measured by improvements in retention outcomes, forecast accuracy, operational efficiency, and the ability to scale Customer Success without linear cost growth.
What You Will Do
Key responsibilities include owning the design, evolution, and operationalization of the Customer Success retention model, defining and standardizing key drivers of retention, improving predictability of churn and renewal outcomes through data, insights, and process discipline, and establishing governance and operating rhythms tied to retention performance.
Why It Might Be a Fit
A successful candidate will have 8+ years of experience in Customer Success, Operations, Revenue Operations, or related function, 3+ years of people leadership experience, and proven success scaling operations in a SaaS or technology-enabled environment.
Requirements
- 8+ years of experience in Customer Success, Operations, Revenue Operations, or related function
- 3+ years of people leadership experience
- Proven success scaling operations in a SaaS or technology-enabled environment
- Strong analytical skills with demonstrated ability to translate data into action
- Deep experience driving cross-functional initiatives and organizational change
Benefits
- Comprehensive Insurance Coverage
- Flexible Spending Accounts and Health Savings Accounts
- Short-Term Disability and Long-Term Disability
- Comprehensive 401(k) plan
- Generous Parental Leave
- Unrestricted paid time off (DTO)
- Wellness Program
- Tuition Reimbursement
- Pet Insurance
- Identity Theft Protection
- Student Debt Repayment Program
- Prepaid Legal coverage
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