Director of Customer Success Operations

📋 Description

• Lead CS Ops and Renewals functions, owning Vitally as the operational backbone of the business.
• Drive adoption, health scoring, renewals workflows, and data-driven systems that scale with growth.
• Auditing Vitally configuration and CS ops workflows to deliver measurable gains in renewals and
• Build scalable playbooks for post-sale customer journey and end-to-end renewal processes.
• Own dashboards and health metrics used by CS and executive leadership.
• Collaborate cross-functionally to surface customer insights for Product, Support, and Sales.

🎯 Requirements

• 3+ years leading a CS Ops/Revenue Ops/renewals team with leadership track record.
• Hands-on experience architecting workflows, integrations, automation inside CS platforms (Vitally
• Applied experience with Agentic AI and automation in CS Ops and renewals.
• Strong data analytics skills and fluency in SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT).
• Project management skills with ability to manage multiple cross-functional initiatives.
• Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus.

🎁 Benefits

• Competitive salary up to $165K with performance incentives
• Medical, dental, and vision coverage
• 401(k) with employer match
• 12 weeks of fully paid parental leave
• Unlimited PTO, paid holidays, and paid year-end shutdown
• $1,000 annual professional development stipend