Director, Customer Success Operations

📋 Description

• Build and progressively lead a CS Operations team, overseeing hiring and development of Enablement
• Recruit, develop, and retain operational talent with a culture of clarity and continuous
• Own analytics framework for onboarding, track kickoff completion, rebooking, time-to-live
• Analyze data from Salesforce and Vitally to identify friction points and opportunities; translate
• Design and manage internal enablement/training for customer-facing teams around product releases
• Own end-to-end onboarding design, including handoffs and transition from hypercare to ongoing CS.

🎯 Requirements

• 6+ years in Customer Success Operations or Revenue Operations in B2B SaaS.
• 3+ years leading teams; proven ability to develop people and build high-performing functions.
• Strong analytical skills; experience with dashboards, KPIs, and turning insights into decisions.
• Proven experience designing or scaling internal enablement programs.
• Strong systems-thinking; map complex processes end-to-end and implement scalable improvements.
• Hands-on experience with CS/revenue tech (Salesforce, Vitally, Gainsight, ChurnZero, Totango).

🎁 Benefits

• Fully remote work flexibility within the United States.
• Competitive base salary; generous PTO; paid maternity/parental leave.
• Comprehensive medical/dental/vision; premiums covered for employee, partial for family.
• Mental health support via BetterHelp.
• 401(k) with 100% employer match up to 6%.
• FSA/HSA; life and AD&D insurance.