Director of Customer Success Operations
United StatesFull-TimeDirector
Salary190000 - 210000 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- PythonSQLArtificial IntelligenceSalesforceTableauLooker
Requirements
- 7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within B2B SaaS.
- Proven hands-on experience implementing and scaling Planhat, including workflows, health scoring, and reporting.
- Strong expertise with Gong Engage and Gong Forecasting, including sequencing, activity tracking, and renewal pipeline management.
- Demonstrated ability to design and operationalize CS systems that drive retention, expansion, and customer value.
- Strong applied experience using AI tools to automate workflows, generate insights, or improve operational efficiency.
- Advanced analytical skills with proficiency in Salesforce, BI tools (Looker/Tableau), and spreadsheet modeling.
- Experience managing or mentoring junior operations or analytics talent.
- Strong communication skills with the ability to translate complex operational challenges into structured systems.
- Familiarity with Python, SQL, or automation scripting is a plus.
- Experience in high-growth SaaS or multi-segment customer environments is strongly preferred.
Responsibilities
- Own and evolve the Customer Success operating system, ensuring scalable infrastructure, process excellence, and technology alignment across the CS and Account Management organization.
- Lead end-to-end ownership of the CS tech stack, including Planhat, Gong Engage, Gong Forecasting, Salesforce, and BI tools.
- Drive implementation and optimization of CS platforms, including health scoring, automation, forecasting, and lifecycle workflows.
- Build AI-powered CS operations, including churn prediction, sentiment analysis, automated insights, and productivity enhancements.
- Develop and maintain scalable revenue operations frameworks aligned with retention, expansion, and customer health KPIs.
- Design and manage forecasting and reporting cadences to ensure visibility into renewals, churn risk, and growth opportunities.
- Create standardized CS processes, playbooks, onboarding flows, and cross-functional handoffs between teams.
- Partner with leadership to improve operational efficiency, rep productivity, and customer lifecycle execution.
- Lead and mentor a growing CS Ops team, while collaborating closely with RevOps, Sales Ops, Finance, and CS leadership.
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