What is the job?

Director, Customer Success Operations (Remote)

We are seeking a dynamic and experienced Director of Customer Success Operations to join our growing team and play a pivotal role in optimizing our customer success function. As the Director of Customer Success Operations, you will be responsible for designing and implementing processes, tools, and strategies to ensure exceptional customer experiences and long-term satisfaction. In this role you will be deeply involved in the Customer Success team and will serve as the right-hand person for CS leadership.

What you’ll do: Responsibilities:

• Customer Success Strategy: Work with Customer Success Leadership to develop and execute the overall customer success strategy, aligning it with the company's vision and goals to drive customer retention, expansion, and advocacy.
• Customer Success Cadence: Define key performance metrics and targets, create reports and dashboards to derive insights into the health of the business, identify areas of weakness, and present improvement recommendations to CS leadership.
• Operations Design and Implementation: Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, adoption, and ongoing support. Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs. Build CSM playbooks to define touchpoints with customers, optimizing account coverage across high-touch and digital touch models.
• Data Analysis, Financial Planning and Reporting: Utilize data analytics to gain insights into customer behavior and success metrics, providing actionable recommendations for continuous improvement. Financial planning to help track budgets, personnel utilization, and forecasting headcount and P/L metrics as needed.
• Customer Journey Mapping: Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization.
• Tools and Technology: Evaluate, implement, and manage customer success tools and systems to enhance team productivity and ensure effective customer communication and tracking.
• Team Enablement: Collaborate with Customer Success Managers (CSMs) and other stakeholders to equip them with the necessary training, resources, and best practices to deliver exceptional customer experiences.
• Cross-Functional Collaboration: Partner with sales, marketing, product, and engineering teams to ensure alignment on customer needs and foster a customer-centric culture across the organization.
• Customer Feedback and Advocacy: Develop mechanisms to gather customer feedback and insights, leveraging customer success stories and references to drive customer advocacy.
• Customer Health Monitoring: Define and track key customer health indicators to proactively identify at-risk customers and implement strategies for retention and upselling. Continue to refine models to drive predictable and measurable customer outcomes
• Continuous Improvement: Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the customer success function.
• Annual Planning: Orchestrate the design and implementation of all aspects of the Go-To-Market plan under the annual planning cycle. This includes resource allocation, compensation, etc.
• Executive Communications: You will play a strong role in All Hands deck creations, Operations reviews, QBR preps, Board material prep and general executive reporting.

What we look for: Basic Qualifications:

• Educational Background: Bachelor's or Master's degree in Business, Marketing, or a related field. An MBA is a plus.
• Experience: Minimum of 8 years of experience in customer success operations or customer success leadership roles, preferably in the SaaS enterprise space.
• SaaS Knowledge: Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
• Analytical Skills: Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
• Project Management: Demonstrated experience in leading and executing projects from inception to completion, with a focus on process optimization and efficiency.
• Customer-Centric Mindset: A customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success.
• Communication: Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
• Leadership: Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
• Startup Mindset: Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.