Director, Customer Success Operations
New
J
JobgetherB2B SaaS
Based in the United StatesFull-TimeDirector
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 6+ years of experience in Customer Success Operations, Revenue Operations, or a closely related function
- Required Skills
- SalesforceProcess improvementData analytics
Requirements
- 6+ years of experience in Customer Success Operations, Revenue Operations, or a closely related function in B2B SaaS.
- 3+ years of experience managing or leading teams.
- Proven experience designing, owning, or scaling internal enablement and training programs.
- Strong analytical capabilities and experience building dashboards and monitoring KPIs.
- Hands-on experience with CRM or CS platforms such as Salesforce, Vitally, Gainsight, ChurnZero, or Totango.
- Strong systems-thinking and process-mapping skills to identify bottlenecks and scale operations.
- Excellent communication and documentation skills for presenting to executives and guiding contributors.
- Builder mentality with the ability to function as an individual contributor in early team stages.
- Comfort with ambiguity and fast-paced environments.
Responsibilities
- Build and lead a Customer Success Operations team, including hiring and developing managers and analysts.
- Develop and manage a framework for tracking key metrics like CSAT, time-to-live, and early churn.
- Analyze operational data in Salesforce and Vitally to identify friction points and trends.
- Design internal enablement and training programs for customer-facing teams.
- Own the end-to-end operational design of the onboarding journey and handoffs.
- Optimize the technology stack and implement automation to improve process consistency.
- Partner with cross-functional teams and leadership on strategic initiatives and capacity planning.
View Full Description & ApplyYou'll be redirected to the employer's site
