Director - Customer Success Operations

Job Summary:

We’re looking for a highly organized, operationally minded leader to step into the Director, Customer Success Operations role. This is a newly created position at the intersection of Customer Success, data and issue management, and internal process excellence. You will serve as the connective tissue across our CS, Strategy, and internal support functions — ensuring issues get resolved, data stays healthy, and our team scales with consistency and repeatability.

Key Responsibilities:

• Issue Management: Serve as the primary owner for tracking, consolidating, and seeking to resolve ongoing customer and platform issues. Consolidate issues across CSMs and stakeholders, prioritize by impact, chase down resolutions across internal teams, and drive closure.
• Data Management: Partner closely with data engineering team on all aspects of our ETL pipeline — identifying challenges, surfacing errors, coordinating fixes, and ensuring data integrity across customer environments.
• Standardization \& Scalability: Own the development and ongoing maintenance of internal operational assets including: CS playbooks, onboarding guides, inventorying blockers, RFP answer libraries, dashboard templates, and the platform end user guide. Continuously refine to reflect current product and process.
• Cross-Functional Coordination: Act as a hub between Customer Success, Strategy, and support functions. Facilitate clear communication, set expectations, and ensure internal commitments are met. Reduce noise for CSMs so they can stay customer-facing.
• Process Improvement: Identify gaps and inefficiencies in CS workflows, tooling, and reporting. Propose and implement improvements that increase team productivity and reduce time-to-resolution on both customer issues and internal blockers.
• Tooling \& Reporting: Maintain and evolve CS operational tooling (CRM hygiene, ticketing, dashboards). Build and deliver regular reporting on issue volumes, resolution times, data health, and operational metrics.

Key Performance Indicators (KPIs):

• Issue Resolution Time: Average time from issue identification to resolution across all active customer escalations.
• Incident Rate: Reduction in total number of incidents across all active customer escalations over time.
• Data Accuracy \& Reduction In Uptime Inconsistencies: Percentage of ETL pipelines running cleanly; reduction in data-related escalations over time.
• Playbook \& Asset Coverage: Percentage of CS workflows documented and maintained with current, usable materials.
• Internal SLA Adherence: On-time delivery on cross-functional commitments (engineering response, data fixes, onboarding assets).
• CSM Efficiency: Reduction in time CSMs spend on non-customer-facing operational tasks.

Required Skills \& Qualifications:

• 5+ years of experience in CSM, CS Operations, or a closely related function within a SaaS or data-intensive environment.
• Demonstrated ability to manage complex issue queues, track resolutions, and hold cross-functional stakeholders accountable.
• Strong operational instincts — you build systems, not just solve one-off problems.
• Comfort working with data and ETL concepts; ability to coordinate with technical teams and translate between business and engineering.
• Excellent written and verbal communication; able to synthesize complexity into clear status updates and action items.
• Experience building and maintaining documentation, playbooks, or knowledge management systems.
• Bachelor’s degree in Business, Operations, Information Systems, or a related field preferred.

Preferred Skills:

• Experience in retail tech, pricing software, or grocery/CPG-adjacent industries.
• Familiarity with SQL or BI tooling (Looker, Tableau, or similar) for data validation and reporting.
• Prior experience in a PE-backed or high-growth SaaS environment.
• Experience working cross-functionally with multiple geographies or distributed engineering teams.

Benefits:

• Comprehensive medical, dental, and vision and life insurance coverage.
• Short and long term disability insurance and 401K
• Additional compensation of 10% bonus will be provided.