Director of Customer Success Operations
Core
Own and scale the post-sales operating engine, focusing on process, systems, data, and execution for Customer Success and Support teams.
Role type
Director of Customer Success Operations
Builds
Scalable workflows, tooling, metrics, and automation for CS and Support teams
Domain
B2B SaaS / Customer Success Operations
Deliverable
dashboards & analysis
Required skills
Post-sales operating model design, CS playbook creation, health scoring, churn forecasting, Salesforce expertise, CS platform proficiency (Totango/Gainsight/Gong), automation implementation, data quality management, retention strategy
Preferred skills
None stated
Technologies
Salesforce, Totango, Gainsight, Gong
Responsibilities
Own end-to-end post-sales operating model (onboarding, adoption, support, renewals); Build and enforce CS playbooks, processes, and SLAs; Own customer health scoring, churn risk signals, and renewal forecasting; Work hands-on with CS tech stack; Implement automation and AI-driven workflows; Ensure process compliance and data quality; Drive improvements in retention, CSAT, and cost-to-serve
Seniority
Director, hands-on IC