Director, Customer Success Operations

Required

• We are looking for an operational leader who understands how to build the infrastructure that enables Customer Success teams to deliver meaningful customer outcomes. You combine strong operational design skills with a deep understanding of the customer lifecycle and how SaaS companies drive retention, adoption, and expansion.
• 10+ years of experience in Customer Success Operations, Revenue Operations, or post-sales operational leadership roles
• Experience supporting Customer Success organizations at high-growth SaaS companies with enterprise and product-led motions
• Deep understanding of customer lifecycle management, including onboarding, adoption, retention, and expansion
• Experience implementing and managing Customer Success platforms and CRM integrations
• Experience building customer health scoring frameworks, lifecycle segmentation models, and engagement tracking systems
• Strong familiarity with product usage data and customer engagement signals, and how these inputs inform retention strategies
• Experience partnering with Sales, Product, and Support organizations to improve the end-to-end customer experience
• Proven ability to build operational processes that support both customer retention and expansion revenue
• Skills Competencies
• Strong analytical mindset with the ability to translate customer data into actionable operational insight
• Systems thinker who can design scalable infrastructure for the customer lifecycle