Director of Customer Success Operations

Placer.ai is looking for a Director of Customer Success Operations to lead the strategic build-out of our CS operating infrastructure. This is a high-impact, senior individual contributor and team leadership role at the intersection of people, process, and technology. You will own the end-to-end CS tech stack, drive operational excellence across our Customer Success and Account Management motions, and be a force multiplier for a team supporting thousands of customers across Retail, CRE, Hospitality, CPG, Financial Services, and Civic verticals.

Requirements

• 7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within a B2B SaaS environment
• Demonstrated hands-on experience implementing Planhat — including journey configuration, health score design, playbook automation, and reporting build-out
• Deep expertise with Gong Engage (sequencing, activity tracking, CS workflow design) and Gong Forecasting (category management, pipeline review cadences)
• Strong AI proficiency — including applied experience using AI tools to build CS workflows, automate insights, or enhance team productivity (not theoretical)
• Proven ability to translate ambiguous business challenges into structured operational systems
• Experience managing and developing junior ops talent
• Exceptional analytical skills with fluency in Salesforce, BI tools (e.g., Looker, Tableau), and Excel/Google Sheets

Benefits

• Competitive salary
• Excellent benefits
• Fully remote