Director, Customer Success Operations
New
T
TekmetricAuto repair software
Remote, USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 6+ years in customer success operations, revenue operations, or a related field
- Required Skills
- SalesforceData analytics
Requirements
- 6+ years in customer success operations, revenue operations, or a related field, ideally in B2B SaaS.
- 3+ years managing or leading teams.
- Strong analytical skills with experience building dashboards and translating data into decisions.
- Experience designing or owning internal enablement or training programs.
- Systems thinker capable of mapping processes end-to-end.
- Strong communication skills for presenting to leadership and documenting SOPs.
- Comfortable performing individual contributor work while building a team over time.
- Experience in vertical SaaS or with SMB customers is a plus.
- Familiarity with onboarding or professional services motions is a plus.
- Experience with customer success platforms or AI tooling for workflow automation is a plus.
Responsibilities
- Build and lead a Customer Success Operations team, starting with direct ownership of functions before hiring support.
- Own the metrics and reporting layer for the onboarding organization, including CSAT, time-to-live, and churn indicators.
- Design and execute internal training programs for customer-facing teams.
- Drive adoption and optimization of the CS tech stack, including Vitally, Salesforce, and Gong.
- Partner with cross-functional teams to translate external product changes into internal readiness.
- Serve as a strategic partner to the VP on capacity planning, OKR development, and organizational design.
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