Director, Customer Success Operations

Job Description

• Translate business strategy into actionable plans, processes, SOPs, rules of engagement, and operational playbooks • Frame insights for strategic decision-making, partnering with analytics on customer health metrics, churn data, and customer feedback to identify improvement areas

Qualifications

• 12+ years of experience leading Customer Success operations in a scaled, global 24/7 Support organization for a SaaS or subscription-based business • Demonstrated skills in data-driven decision making, assessing customer conditions, and partnering with Customer Success leadership on expansion, retention, and save strategies • Adept at program management and orchestration, translating business needs into programmatic execution, and partnering with systems, analytics, and data teams

Benefits

• medical, dental and vision coverage • health savings accounts • flexible spending accounts • 401(k) • flexible paid time off