Director of Customer Success Operations

Role Overview

We’re looking for a Director of Customer Success Operations to own and scale our post-sales operating engine. This is a pure CS Operations role—focused on process, systems, data, and execution.

What You Will Do

Own the end-to-end post-sales operating model (onboarding, adoption, support, renewals), build and standardize CS playbooks, processes, and SLAs, and own customer health scoring, churn risk signals, renewal forecasting, and CS dashboards.

Why It Might Be a Fit

You’ll partner closely with CS leadership to translate strategy into scalable workflows, tooling, metrics, and automation for our Customer Success and Support teams.

Requirements

• 4+ years in a dedicated Customer Success Operations Manager role in a B2B SaaS company
• Proven experience building CS processes, health frameworks, playbooks, and operational reporting
• Strong hands-on experience with Salesforce and Customer Success platforms
• Highly analytical, process-driven, and comfortable building systems from scratch
• Experience partnering with CS leadership and Finance on renewals and churn
• Excellent English (written and verbal)
• Bachelor’s degree in Industrial Engineering & Management or similar