Director, Customer Success Operations
New
United StatesFull-TimeDirector
Salary200,000 - 228,000 USD per year
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Job Details
- Experience
- Minimum of 10 years
- Required Skills
- LeadershipArtificial IntelligenceData AnalysisSalesforce
Requirements
- Bachelor’s degree or equivalent professional experience in Business, Operations, Analytics, or a related field.
- Minimum of 10 years of leadership experience in Customer Success Operations, Business Operations, Management Consulting, or related operational leadership roles.
- Strong expertise in operational strategy, data analytics, process optimization, and customer success performance management.
- Proven experience leveraging AI, automation, and advanced analytics to improve operational efficiency and customer retention outcomes.
- Deep understanding of customer success metrics including GRR, NRR, NPS, CSAT, churn analysis, and operational KPIs.
- Advanced analytical and problem-solving skills with experience translating complex datasets into strategic recommendations and executive-level insights.
- Excellent written and verbal communication skills with the ability to influence executive stakeholders and cross-functional teams.
- Strong leadership presence with experience managing large-scale transformation initiatives and distributed teams in fast-paced environments.
- Experience with platforms such as Salesforce, Gainsight, CxOne, or similar customer success and CRM technologies.
- Healthcare or Healthcare SaaS industry experience is strongly preferred.
- Self-starter mindset with strong integrity, adaptability, collaborative spirit, and a passion for continuous improvement and innovation.
Responsibilities
- Lead and manage the operational rhythm of the Customer Success organization, including executive reporting, strategic planning cycles, leadership meetings, board preparation, and organizational initiatives.
- Develop and execute annual and quarterly operational roadmaps aligned with business objectives, retention goals, customer satisfaction metrics, and scalability priorities.
- Build and maintain centralized reporting frameworks, dashboards, and analytics systems across customer success platforms to ensure data accuracy, visibility, and actionable insights.
- Create predictive retention and growth models focused on GRR, NRR, customer behavior trends, and operational performance indicators.
- Drive AI adoption and intelligent automation initiatives to improve operational efficiency, customer engagement, employee productivity, and service delivery outcomes.
- Oversee capacity planning and workforce models for onboarding, support, and customer success teams to align staffing with business demand and growth projections.
- Lead Voice of Customer programs leveraging NPS, CSAT, churn analysis, product usage data, and customer sentiment insights to improve customer experience and retention outcomes.
- Manage strategic transformation projects, process re-engineering initiatives, and cross-functional programs to reduce friction and optimize the customer lifecycle.
- Collaborate closely with revenue operations, product operations, finance, and executive stakeholders to align organizational goals and support company-wide operational initiatives.
- Mentor and guide business operations and analytics teams while fostering a high-performance, collaborative, and customer-centric culture.
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