Director of Customer Success Operations

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Success Operations in the United States.

This is a high-impact leadership role responsible for building and scaling the operational backbone of a fast-growing Customer Success organization. You will sit at the intersection of strategy, systems, and execution, enabling teams that support thousands of enterprise and mid-market customers across multiple industries. The role combines hands-on ownership of CS platforms with strategic influence over revenue outcomes, customer retention, and expansion performance. You will design and optimize the operating model that drives Customer Success and Account Management efficiency at scale. This includes leading the evolution of CS technology, embedding AI into workflows, and enabling data-driven decision-making across the go-to-market organization. It is a highly cross-functional role with visibility across CS, RevOps, Sales, Finance, and executive leadership in a fast-paced, high-growth environment.

Accountabilities:

Own and evolve the Customer Success operating system, ensuring scalable infrastructure, process excellence, and technology alignment across the CS and Account Management organization.

• Lead end-to-end ownership of the CS tech stack, including Planhat, Gong Engage, Gong Forecasting, Salesforce, and BI tools.

• Drive implementation and optimization of CS platforms, including health scoring, automation, forecasting, and lifecycle workflows.

• Build AI-powered CS operations, including churn prediction, sentiment analysis, automated insights, and productivity enhancements.

• Develop and maintain scalable revenue operations frameworks aligned with retention, expansion, and customer health KPIs.

• Design and manage forecasting and reporting cadences to ensure visibility into renewals, churn risk, and growth opportunities.

• Create standardized CS processes, playbooks, onboarding flows, and cross-functional handoffs between teams.

• Partner with leadership to improve operational efficiency, rep productivity, and customer lifecycle execution.

• Lead and mentor a growing CS Ops team, while collaborating closely with RevOps, Sales Ops, Finance, and CS leadership.

Requirements:

This role requires a strong blend of Customer Success Operations expertise, systems thinking, and hands-on technical ability in SaaS environments, combined with a passion for AI-driven transformation.

• 7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within B2B SaaS.

• Proven hands-on experience implementing and scaling Planhat, including workflows, health scoring, and reporting.

• Strong expertise with Gong Engage and Gong Forecasting, including sequencing, activity tracking, and renewal pipeline management.

• Demonstrated ability to design and operationalize CS systems that drive retention, expansion, and customer value.

• Strong applied experience using AI tools to automate workflows, generate insights, or improve operational efficiency.

• Advanced analytical skills with proficiency in Salesforce, BI tools (Looker/Tableau), and spreadsheet modeling.

• Experience managing or mentoring junior operations or analytics talent.

• Strong communication skills with the ability to translate complex operational challenges into structured systems.

• Familiarity with Python, SQL, or automation scripting is a plus.

• Experience in high-growth SaaS or multi-segment customer environments is strongly preferred.

Benefits:

• Fully remote, US-based role with flexible work arrangements

• Competitive base salary ($190,000 – $210,000 USD) plus potential performance-based incentives

• Equity eligibility for certain roles, contributing to long-term value creation

• Comprehensive medical, dental, and vision coverage

• 401(k) retirement plan

• Flexible PTO and paid time off policies

• Home office and productivity support depending on role eligibility

• Employee equity and participation in a high-growth, late-stage startup environment

• Opportunity to shape and scale CS operations in a rapidly expanding global organization