Sr. Director, Client Success Operations & Enablement

Are you passionate about building, growing, and protecting your company’s relationship with its Clients? Does leveraging your personable approach and desire to serve a growing market with best-in-class products appeal to you? If so, then we’re looking for an experienced Sr. Director of Client Success Operations & Enablement to join our team.

The Sr. Director of Client Success Operations & Enablement will lead and optimize the operational aspects of our Client Success function. The ideal candidate will develop and implement processes, tools, and strategies that improve efficiency, enhance the client experience, and support the success of the Client Success Management (CSM) team. This role will focus on improving client retention, operational scalability, and business insights through data-driven decision-making.

Key Responsibilities:

• Operational Strategy & Leadership:
  Develop and execute the operational strategy for the Client Success function, ensuring alignment with company objectives and client needs. Partner with senior leadership to identify key areas for process improvement, system optimization, and overall operational excellence.
• Systems & Tools Management:
  Own the selection, implementation, and management of Client Success tools (e.g., CRM, CS software) to drive efficiencies, including creating workflows, automation, and reporting mechanisms.
• Data Analytics & Reporting:
  Provide data-driven insights and forecasts to support decision-making and improve Client retention. Track and analyze Client health metrics, churn data, and team performance to identify trends and areas for improvement.
• Process Optimization:
  Streamline processes related to client onboarding, issue resolution, renewals, and Client growth initiatives. Identify and address bottlenecks in the Client lifecycle to ensure seamless interactions.
• Cross-functional Collaboration:
  Partner with Sales, Product, Marketing, and other teams to drive alignment on Client strategy, smooth handoffs, and the operationalization of client success initiatives.
• Client Success Training & Enablement:
  Develop training programs to enable the Client Success team to efficiently use tools, manage accounts, and drive value for clients. Foster a culture of continuous improvement and learning.
• Performance Measurement:
  Establish KPIs and performance metrics for the Client Success team. Monitor team performance and productivity, and implement strategies to ensure operational goals are met.
• Forecasting & Planning:
  Provide support for financial forecasting and budgeting by offering insights into client growth, retention, and operational costs. Develop and manage resource plans to scale the Client Success function as the business grows.

Qualifications:

• Bachelor's degree in Business, Operations, and/or related field or equivalent experience..
• 7+ years of experience in a Customer Success, Operations, or related leadership role within a SaaS or technology-driven company.
• Change Management, as well as project management experience.
• Proven track record of building scalable processes and implementing systems in a fast-paced, high-growth environment.
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Experience with Customer Success tools and CRMs (e.g., Vitally, Salesforce).
• Excellent communication and leadership skills with the ability to work cross-functionally and influence stakeholders.
• Results-oriented mindset with a passion for continuous improvement and operational excellence.

Pay Transparency at Storable
At Storable, we believe in the power of transparency to help our employees Do More and Be More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.

We’re happy to discuss compensation further during the interview process because we believe that open communication leads to better outcomes for everyone. We’re committed to creating an inclusive environment where all employees are valued for their unique skills and contributions.

By applying to work with us, you agree to this pay transparency policy and to the idea that transparency leads to growth, both for individuals and for our comp