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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.

Required Customer Success Manager
Description
We are building the future of agentic revenue technology. Trusted by leading global businesses, were redefining what revenue teams can achieve with AI and agentic execution across the deal lifecycle. Our mission is simple: help businesses Own Your Revenue with greater speed, intelligence, and governance.
As a Customer Success Manager, you will serve as the trusted point of contact for our customers and lead them end-to-end through implementation, onboarding, and ongoing adoption of our platform.
Your mission is to drive successful implementations and go-lives, strong adoption, high retention, and long-term customer growth-by combining technical execution, strategic guidance, and strong relationship management.
You will work hands-on with customers to configure solutions, lead onboarding projects, deliver training, and ensure customers realize ongoing value from the platform. You will act as both a technical trusted advisor and a business partner, helping customers translate complex technical requirements into tangible business outcomes.
The ideal candidate enjoys solving technically complex onboarding challenges and excels at transforming those challenges into measurable customer value.
Key Responsibilities:
Manage a portfolio of customers across different stages of the customer journey, from onboarding through renewal and expansion.
Lead and execute customer implementations.
Drive customer meetings on a daily basis, including onboarding sessions, training workshops, follow-ups, and QBRs.
Understand customer business objectives, revenue workflows, and technical environments to proactively drive value and ROI.
Serve as a trusted advisor, providing product guidance, best practices, and recommendations to optimize adoption and usage.
Proactively identify risks, issues, and blockers, and lead resolution to ensure customer satisfaction and retention.
Identify expansion and upsell opportunities within existing accounts and collaborate with Sales to execute on them.