Director, Customer Success Operations
United StatesFull-TimeDirectorSupport / Customer Success
Job Responsibilities
- Customer Retention and Expansion; forecasting; manage onboarding and adoption programs; develop sales tools & processes; create segmentation and coverage models.
- Facilitate QBRs (Quarterly Business Reviews); and maintain business metrics and reporting.
- Support Professional Services team via OpenAir; forecasting, bookings, KPIs.
- Validate, analyze, reconcile and summarize weekly, monthly, quarterly reports and metrics for leadership.
- Identify and resolve related data issues in SFDC, Gainsight, Clari, etc.
- Collaborate with business leaders and staff on analyzing reports and presenting findings.
- Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation and enablement.
- Identify and drive initiatives to streamline processes, reduce administrative overhead, and achieve business goals.
- Partner with leadership to define and adopt governance practices that support team and company objectives.
- Evaluate, pilot, and deploy AI and agentic solutions (e.g., AI-driven health scoring, automated playbooks, intelligent chatbots) to improve customer outcomes, accelerate time-to-value, and scale CS operations.
- Build and maintain an AI/automation roadmap for Customer Success, staying current with rapidly evolving technologies and proactively identifying opportunities to integrate them into existing workflows and customer touchpoints.
- Champion a data-driven culture by leveraging AI-powered analytics and predictive models to surface insights on customer health, churn risk, and expansion opportunities.
Requirements
- 8-10+ years professional work experience, including at least 5 years experience working for a software services or consulting organization in the Customer Success Organization, and at least 3 years of management experience.
- Excellent understanding of Customer Success processes, key metrics and operational excellence.
- Analytical and problem-solving skills supported with Organizational and time management skills.
- Experience with cross-functional collaboration, building relationships, and driving success in a matrixed environment.
- You demonstrate the ability to scale and equip the business in a strategic manner, communicate big picture opportunities and make data-driven decisions
- You have an enthusiastic “roll up your sleeves” mentality
- You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
- Project management experience.
- Demonstrated experience with Google Suite, MS Excel, Salesforce.com, and comfortable with communicating over Slack.
- Prior experience with Looker or similar analytical software.
- Demonstrated interest and hands-on experience with AI technologies, automation platforms, or agentic tooling; ability to rapidly evaluate emerging solutions and translate them into operational value.
- Intellectually curious with a growth mindset; you stay on top of industry trends in AI, machine learning, and automation and are energized by applying new ideas to real business challenges.
- Excellent written and verbal communication skills.
- Bachelor’s Degree in Business Administration, Finance or Accounting or equivalent work experience.
Desirable
- Prior experience with Gainsight, or other Customer Success software.
- An understanding of accounting principles, including knowledge of invoicing, revenue recognition, and bookings.
- Ability to analyze data and create complex, customized reports in Excel and other reporting tools.
- Positive, high-energy attitude, independent, and takes ownership of all tasks from start to finish.
- Experience implementing or managing AI/ML-driven tools in a Customer Success or Revenue Operations context (e.g., predictive churn models, automated engagement workflows, AI copilots for CSMs).
- Familiarity with LLM-based platforms, agentic AI frameworks, or workflow automation tools (e.g., Zapier, Workato, LangChain) and an understanding of how they can be applied to customer-facing operations.
