Were looking for a Director of Customer Success Operations to own and scale our post-sales operating engine. This is a pure CS Operations role-focused on process, systems, data, and execution.
You will not manage customer accounts and this is not a Revenue Operations position.
Youll partner closely with CS leadership to translate strategy into scalable workflows, tooling, metrics, and automation for our Customer Success and Support teams.
Key Responsibilities:
Own the end-to-end post-sales operating model (onboarding, adoption, support, renewals).
Build, standardize, and enforce CS playbooks, processes, and SLAs.
Own customer health scoring, churn risk signals, renewal forecasting, and CS dashboards.
Work hands-on with the CS tech stack (Salesforce + CS tools such as Totango / Gainsight / Gong).
Implement automation and AI-driven workflows to improve efficiency and scale.
Ensure process compliance, data quality, and consistent execution across CS and Support.
Drive continuous improvements in retention, CSAT, productivity, and cost-to-serve.
Requirements: 4+ years in a dedicated Customer Success Operations Manager role in a B2B SaaS company.
Proven experience building CS processes, health frameworks, playbooks, and operational reporting.
Strong hands-on experience with Salesforce and Customer Success platforms.
Highly analytical, process-driven, and comfortable building systems from scratch.
Experience partnering with CS leadership and Finance on renewals and churn.
Excellent English (written and verbal).
Bachelors degree in Industrial Engineering & Management or similar.
This position is open to all candidates.