As our Director of Customer Success Operations, you will be the architect of our post-sales engine. Your mission is to build the infrastructure, processes, and data-driven insights that allow our Customer Success and Support teams to scale efficiently.
We are looking for a strategic leader who can move seamlessly between high-level strategy-such as designing the customer journey-and hands-on execution, including optimizing our tech stack and CRM.
Key Responsibilities
Implement AI-driven strategy and automation across onboarding, support, workflows, and reporting to increase speed, accuracy, and operational capacity.
Build, improve and ensure compliance with standardized "Playbooks" to guarantee a consistent, world-class experience.
Track key performance indicators and build dashboards that provide real-time visibility into team performance and customer health.
Partner with Finance and CS leadership to forecast renewals and identify churn risks proactively.
Verify compliance on all CS processes and methodology.
Drive initiatives to improve customer satisfaction and operational KPIs..
Hands on ownership of systems, tools and processes.
Requirements: 4+ years in leading CS Operations role within a high-growth B2B SaaS environment.
Proven ability to translate complex data into actionable strategies that drive retention and expansion.
Expert-level knowledge of CRM systems (Salesforce) and CS tools (totango, gainsight, Gong etc).
Proven track record in cs operations, including process, productivity, and operational improvement initiatives.
A "startup soul" who thrives in ambiguity and is comfortable building systems from the ground up rather than just maintaining them.
Highly organized, methodical, and proactive manager focused on achieving results, optimizing performance, and meeting SLAs and budgetary requirements.
Exceptional English (both written and verbal).
Bachelors degree in Industrial Engineering & Management or other relevant field.
This position is open to all candidates.