Director of Customer Success Operations

A company is looking for a Director, Post Sale Operations to lead the planning and strategy for their Customer Success organization.

Key Responsibilities

Define and execute the operating model for the Customer Success organization, including capacity frameworks and escalation processes

Develop and maintain key post-sale performance metrics and provide data-driven insights for executive reporting

Own the Customer Success tech stack strategy and build frameworks for activity tracking and capacity analytics

Required Qualifications

8+ years of experience in Customer Success, Revenue Operations, or related roles in B2B SaaS

Experience in leadership roles supporting or leading Customer Success organizations

Proven ability to build and operationalize frameworks for retention and post-sale metrics

Strong analytical and technical foundation with tools like Salesforce and Gainsight

Experience guiding organizations through scale and transformation