Director of Customer Success Operations

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies. 

Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

The Role: 

Are you a highly motivated and strategic professional with a passion for driving customer success in the fast-paced world of SaaS enterprise startups? We are seeking a dynamic and experienced Director of Customer Success Operations to join our growing team and play a pivotal role in optimizing our customer success function. As the Director of Customer Success Operations, you will be responsible for designing and implementing processes, tools, and strategies to ensure exceptional customer experiences and long-term satisfaction.

This role is based out of our Palo Alto, CA office.

Responsibilities:

• Intricate part of CS: In this role, you will be the right hand person for the CCO and the CS leadership team. Ability to work with the team and take over OPS related work, so they can focus on their roles would be of utmost importance. You will play a strong role in All Hand deck creations, OPS reviews, QBR preps, Board material prep and general reporting.
• Customer Success Strategy: Work with the CCO to develop and execute the overall customer success strategy, aligning it with the company's vision and goals to drive customer retention, expansion, and advocacy.
• Operations Design and Implementation: Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, adoption, and ongoing support.
• Data Analysis, financial planning and Reporting: Utilize data analytics to gain insights into customer behavior and success metrics, providing actionable recommendations for continuous improvement. Financial planning to help track budgets, personnel utilization and forecasting headcount and P/L metrics as needed.
• Customer Journey Mapping: Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization.
• Tools and Technology: Evaluate, implement, and manage customer success tools and systems to enhance team productivity and ensure effective customer communication and tracking.
• Team Enablement: Collaborate with Customer Success Managers (CSMs) and other stakeholders to equip them with the necessary training, resources, and best practices to deliver exceptional customer experiences.
• Cross-Functional Collaboration: Partner with sales, marketing, product, and engineering teams to ensure alignment on customer needs and foster a customer-centric culture across the organization.
• Customer Feedback and Advocacy: Develop mechanisms to gather customer feedback and insights, leveraging customer success stories and references to drive customer advocacy.
• Customer Health Monitoring: Define and track key customer health indicators to proactively identify at-risk customers and implement strategies for retention and upselling.
• Continuous Improvement: Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the customer success function.

Basic Qualifications:

• Educational Background: Bachelor's or Master's degree in Business, Marketing, or a related field. An MBA is a plus.
• Experience: Minimum of 7 years of experience in customer success operations or customer success leadership roles, preferably in the SaaS enterprise space.
• SaaS Knowledge: Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
• Analytical Skills: Excellent analytical and problem-solving abilities, with proficiency in data analysis