Director of Customer Success Operations
New
S
SecurlyEdTech
Remote (U.S.)Full-TimeDirector
SalaryCompetitive salary up to $165K with performance incentives
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Job Details
- Experience
- 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team
- Required Skills
- Project ManagementSalesforceHubSpotData analytics
Requirements
- 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team.
- Proven track record in a leadership capacity, scaling tools, systems, and AI.
- Hands-on experience architecting workflows and integrations in CS platforms like Vitally, Gainsight, Totango, or ChurnZero.
- Proficiency in CRM systems such as Salesforce or HubSpot.
- Applied experience building or implementing Agentic AI-driven workflows.
- Strong data analytics skills and fluency in SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT).
- Strong project management skills with the ability to handle cross-functional initiatives.
- Experience in K-12, EdTech, or education-adjacent SaaS is a plus.
Responsibilities
- Hire, coach, and manage a team of a CS Ops Manager, CS Ops Specialist, and Renewals Specialists.
- Design, implement, and refine scalable playbooks for the entire post-sale customer journey.
- Own the end-to-end renewal process to ensure accuracy and minimize churn.
- Define and build dashboards for executive leadership to manage business performance.
- Serve as the internal owner of Vitally, driving adoption and system configuration.
- Manage the broader tech stack, including integrations with Salesforce and other GTM systems.
- Identify and build Agentic AI and automation to improve CS Ops and renewal outcomes.
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