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Director of Customer Success Operations
On-siteFull-timeCustomer SuccessEnterprise Software
Lead the post-sales operating engine for a B2B SaaS organization. This role focuses on customer success processes, systems, data, automation, and execution rather than managing customer accounts.
Responsibilities
- Own the end-to-end post-sales operating model across onboarding, adoption, support, and renewals.
- Build, standardize, and enforce Customer Success playbooks, processes, and service-level agreements.
- Own customer health scoring, churn-risk signals, renewal forecasting, and Customer Success dashboards.
- Manage and improve the Customer Success technology stack, including Salesforce and related platforms.
- Implement automation and AI-driven workflows to improve operational efficiency and scale.
- Ensure process compliance, data quality, and consistent execution across Customer Success and Support.
- Drive continuous improvements in retention, customer satisfaction, productivity, and cost to serve.
- Partner with Customer Success leadership to translate strategy into scalable workflows, tooling, metrics, and automation.
Requirements
- At least 4 years of experience in a dedicated Customer Success Operations Manager role within a B2B SaaS company.
- Experience building customer success processes, health frameworks, playbooks, and operational reporting.
- Hands-on experience with Salesforce and customer success platforms such as Totango, Gainsight, or Gong.
- Strong analytical and process-oriented capabilities, including the ability to build systems from scratch.
- Experience partnering with Customer Success leadership and Finance on renewals and churn.
- Excellent written and verbal English.
- Bachelor’s degree in Industrial Engineering and Management or a similar field.