Director of Customer Success Operations
New
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SecurlyEdTech
United States (Remote)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 scaling CS tools, systems, and AI in a leadership capacity.
- Hands-on experience architecting workflows and integrations in CS platforms (e.g., Vitally, Gainsight, Totango, ChurnZero).
- Experience managing and configuring CRMs like Salesforce or HubSpot.
- Applied experience building or implementing AI-driven workflows (e.g., automated health scoring or renewals triage).
- Deep understanding of core SaaS metrics including GRR, NRR, churn, CLV, NPS, and CSAT.
- Strong project management skills with the ability to lead 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, a CS Ops Specialist, and Renewals Specialists.
- Design, implement, and continuously refine scalable playbooks for the post-sale customer journey.
- Own the end-to-end renewal process to ensure accuracy and minimize churn.
- Define and build dashboards for CS and executive leadership to manage the business.
- Serve as the internal owner of Vitally, driving configuration, adoption, and optimization.
- Manage the tech stack and integrate systems including Salesforce.
- Identify and build Agentic AI and automation to improve CS Ops and renewals outcomes.
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