Director, Customer Success Operations
Core
Operational engine for a ~70-person Customer Success team, owning analytics, enablement, and process systems for the onboarding workflow.
Role type
Director, Customer Success Operations
Builds
Operational infrastructure, analytics dashboards, and enablement programs for the onboarding organization.
Domain
B2B SaaS, Auto Repair vertical
Deliverable
dashboards & analysis
Required skills
Team leadership, analytical data interpretation, internal enablement program design, end-to-end process mapping, cross-functional partnership, strategic OKR support
Preferred skills
Vertical SaaS experience, SMB customer experience, onboarding or professional services motion, customer success platform management, AI tooling for analytics
Technologies
Vitally, Salesforce, Gong
Responsibilities
Recruit and develop the CS Operations team; own metrics and reporting for the onboarding org; design and run internal training programs; own the operational design of the onboarding workflow; serve as an operational partner to the CSM team; act as a thought partner to the VP on OKR development.
Seniority
Director, hands-on IC building a team