Director, Customer Success Operations
New
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Rootstock SoftwareB2B SaaS ERP
Remote, US-basedFull-TimeDirector
Salary$170,000 to $ 200,000
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Job Details
- Experience
- 5–7 years
- Required Skills
- Artificial IntelligenceBusiness IntelligenceSalesforceData modelingLLM
Requirements
- 5–7 years of professional experience in Customer Success Operations, Revenue Operations, or CS leadership.
- Demonstrated experience building infrastructure such as playbooks, health measurement systems, and reporting stacks.
- Hands-on fluency with AI-native tooling and deploying LLM-powered workflows for analytics or process automation.
- Strong Salesforce data-model fluency at the field/schema level.
- Proven program management discipline with the ability to operate cross-functionally without direct authority.
- Ability to convert raw data into executive-level narratives.
- Experience in B2B SaaS environments.
- Bachelor’s degree or equivalent professional experience.
- Experience with multi-brand portfolio operations or post-acquisition integration is preferred.
- Familiarity with Manufacturing ERP or Salesforce-native products is preferred.
Responsibilities
- Build and operate an AI-native account intelligence layer integrated with CRM, conversation intelligence, and product telemetry.
- Manage the Customer Success reporting cadence through board level, including expansion, renewal, and attrition forecasting.
- Maintain data integrity across all brands for accounts, cases, opportunities, and health scoring.
- Lead the evaluation, configuration, and rollout of the Customer Success tool stack and build the agent/skill library.
- Design and operate customer feedback programs (NPS/CSAT) and synthesize data into actionable product and engineering feedback.
- Define customer segmentation, engagement models, and capacity planning for the team.
- Document and maintain the team operating system, including cross-functional escalation paths and go-live transitions.
- Coordinate Risk Council meetings and partner with the Director of Global Support on operational design.
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