Director, Customer Success Operations

Overview

The Director Customer Success Operations drives operational excellence and strategic impact across customer success and customer success operations by leading systems strategy process optimization and cross-functional initiatives. The position owns the customer success technology ecosystem (including Gainsight) customer segmentation and capacity planning and the development of data-driven insights that improve retention renewal and growth outcomes. As a people leader this position provides strategic direction performance management and talent development for global teams while partnering closely with senior leadership to define and execute the customer success and customer experience strategy at the company.

Responsibilities

• Drive and participate in strategic initiatives that positively impact the organization in a meaningful way; program management and leadership of key priority initiatives

• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives such as sales marketing product and finance; manage customer success manager incentive strategy and execution of program

• Manage customer segmentation customer success manager assignments and capacity planning to ensure the optimal customer experience; implement and manage software/applications that facilitate customer success and customer success operations activities serving in role as system business owner

• Lead technology and systems strategy for CSM: product owner for the Gainsight ecosystem roadmap and manage Gainsight administrators

• Develop insights into our customer data health so we can detect early signals of at-risk renewals and identify upsell opportunities (SFDC and Gainsight); measure and report on program performance and business impact. Develop metrics and KPIs that demonstrate the health and continuous improvement of the customer success

• Establish and assure leadership adherence to budgets schedules work plans and performance requirements

• Collaborate with senior management and executives to define and ensure success of department strategy 

• Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports 

• Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees. Oversee the identification and hiring of new employees

• Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders.

• Provide strategic influence to internal peers and industry groups

• Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team

• Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence

• Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders

Basic Qualifications

• Bachelor's degree or equivalent experience

• 5+ years of experience in Customer Experience Customer Success Revenue Operations or CS Operations at B2B SaaS companies

• 3+ years of management experience leading Global teams

• Experience in working with customer engagement tools like Gainsight Salesforce

• Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers Account Management and/or CS Operations)

• Experience with digital engagement approaches and methods (i.e. Digital Customer Success / Tech Touch Digital Marketing)

• Demonstrated fiscal responsibility/accountability in managing budgets

• Superb Problem solving critical thinking and analytical skills

• Superb collaboration skills applied successfully within a team as well as other areas

• Superb attention to detail

• Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside