Define the operational framework, establish the right rhythms and KPIs, and ensure the organization has the visibility and discipline needed to perform at a high level
Design and implement a scalable Customer Success operating model, including segmentation, coverage, and engagement strategy
Create standard operating procedures that drive consistency and quality
Build and run a consistent operating cadence across the CS organization, including weekly, monthly, and quarterly rhythms
Define, refine, and operationalize key performance indicators such as retention, churn, expansion, and product adoption
Develop dashboards, reporting, and forecasting frameworks that support decision-making
Translate data into clear, actionable insights for CS leadership and executive stakeholders
Identify opportunities to improve efficiency, productivity, and customer outcomes
Act as a trusted advisor to Customer Success leadership
Support planning cycles, including annual planning, capacity modeling, and account segmentation
Partner with IT to optimize the CS tech stack, including CRM and customer success platforms
Ensure data integrity and consistency across systems that support the customer journey
Work closely with Sales, Product, Marketing, and Finance to ensure a seamless customer experience

5-7 years of experience in Operations, Revenue Operations, or Customer Success Operations, with a meaningful portion of that time directly supporting Customer Success or post-sale functions
Experience operating at a Director level or equivalent scope, with ownership over planning, performance, and cross-functional initiatives
Track record of building or significantly maturing Customer Success operational frameworks, not just maintaining existing systems
Experience in B2B SaaS or a recurring revenue business model, ideally in a scaling environment
Demonstrated ability to partner with senior leadership and influence decisions that impact company performance.

Director, Customer Success Operations – Sales Operations

Key skills