Director, Customer Success Operations

About the Role

The Director of Customer Success Operations will serve as a strategic partner to the Chief Customer Officer, driving operational excellence across the Customer Success, Support, Professional Services and Expansion organizations. You will ensure the operating rhythm of Customer Success runs seamlessly, overseeing strategic projects, preparing executive level communications and ensuring that we have a repeatable system team operating cadences. You will be responsible for translating the CCO’s vision into actionable results, ensuring our clients receive a world-class experience and we are driving desired outcomes in retention, customer satisfaction, and efficiency through innovation. This critical position will require a self-directed, skilled problem solver with strong execution and communication skills. You will help CS drive operational excellence at scale, and ultimately take our service delivery to the next level through innovative change.

Your Area of Focus

Strategic Planning & Execution

• Own and execute the CS operating rhythm, including CS All Hands, CS onsites, board meeting prep, and weekly meetings.
• Drive the development of our annual roadmap with quarterly objectives. Ensuring objectives tie back to top company goals and core business outcomes, incorporating feedback from key stakeholders across the team.
• Generate executive summaries of our Customer Success programs, initiatives, successes, and program/project risk.
• Lead the organization through large scale change and transformation, ensuring we have a solid change management framework.
• Be the main point of contact and work directly with the FP&A team on our Annual Planning (AOP) process, assisting with headcount, goal setting, and budget planning process.
• Oversee capacity planning and capacity models for all Customer Success teams. You will ensure we have a repeatable system for proactive hiring to keep up with customer demands. As well, ensure we are on track with productivity assumptions and making any necessary changes as the business fluctuates.

Performance & Data Insights

• Own the single source of truth for the Customer Success organization across our key metrics. Build, standardize and maintain Customer Success Dashboards, ensuring data alignment and access between Gainsight, Salesforce, and CxOne. Eliminate manual data manipulation.
• Develop a predictive retention model with a rolling 12 month look on GRR and NRR. Identify trends and cohorts before they reach the escalation point.
• Architect dynamic headcount models for the onboarding and support teams to determine at what level of increased volume additional staff or where AI automation can defer hiring.
• Oversee a team of functional business analysts responsible for explaining what happened and why it happened. Deliver a monthly executive briefing to the CCO with the highlights including specific operational levers to improve.
• Implement a robust Voice of Customer Program leveraging multiple data sets across NPS, CSAT, churn, product usage and customer behavior.