Director, Customer Success Operations

Role Overview

• Customer Retention and Expansion; forecasting; manage onboarding and adoption programs; develop sales tools & processes; create segmentation and coverage models.
• Facilitate QBRs (Quarterly Business Reviews); and maintain business metrics and reporting.
• Support Professional Services team via OpenAir; forecasting, bookings, KPIs.
• Validate, analyze, reconcile and summarize weekly, monthly, quarterly reports and metrics for leadership.
• Identify and resolve related data issues in SFDC, Gainsight, Clari, etc.
• Collaborate with business leaders and staff on analyzing reports and presenting findings.
• Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation and enablement.
• Identify and drive initiatives to streamline processes, reduce administrative overhead, and achieve business goals.
• Partner with leadership to define and adopt governance practices that support team and company objectives.
• Evaluate, pilot, and deploy AI and agentic solutions (e.g., AI-driven health scoring, automated playbooks, intelligent chatbots) to improve customer outcomes, accelerate time-to-value, and scale CS operations.
• Build and maintain an AI/automation roadmap for Customer Success, staying current with rapidly evolving technologies and proactively identifying opportunities to integrate them into existing workflows and customer touchpoints.
• Champion a data-driven culture by leveraging AI-powered analytics and predictive models to surface insights on customer health, churn risk, and expansion opportunities.

Requirements

• 8-10+ years professional work experience, including at least 5 years experience working for a software services or consulting organization in the Customer Success Organization, and at least 3 years of management experience.
• Excellent understanding of Customer Success processes, key metrics and operational excellence.
• Analytical and problem-solving skills supported with Organizational and time management skills.
• Experience with cross-functional collaboration, building relationships, and driving success in a matrixed environment.
• You demonstrate the ability to scale and equip the business in a strategic manner, communicate big picture opportunities and make data-driven decisions.
• You have an enthusiastic “roll up your sleeves” mentality.
• You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment.
• Project management experience.
• Demonstrated experience with Google Suite, MS Excel, Salesforce.com, and comfortable with communicating over Slack.
• Prior experience with Looker or similar analytical software.
• Demonstrated interest and hands-on experience with AI technologies, automation platforms, or agentic tooling; ability to rapidly evaluate emerging solutions and translate them into operational value.
• Intellectually curious with a growth mindset; you stay on top of industry trends in AI, machine learning, and automation and are energized by applying new ideas to real business challenges.
• Excellent written and verbal communication skills.
• Bachelor’s Degree in Business Administration, Finance or Accounting or equivalent work experience.

Tech Stack

• SFDC

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development