Most Loved Workplace® Certified JobDirector of Customer Success Operations
Most Loved Workplace® Certified JobAbout the Role
At Securly, a Most Loved Workplace® certified employer in the Computer Software space, AI-powered student wellness and safety solutions protecting 20 million students globally.
We are seeking a strategic and data-driven Senior Director of Customer Success (CS) Operations to lead and optimize our customer success initiatives. Reporting directly to the VP of Sales Operations, this role will be instrumental in defining strategies, driving operational excellence, and fostering cross-functional collaboration to ensure scalable growth, customer satisfaction, and retention. Responsibilities include defining and executing CS strategy, capacity and headcount planning, customer segmentation and coverage models, goal setting and OKRs, customer health score models, churn and renewal analytics, reporting and dashboards, customer journey analytics, CS playbooks and best practices, process optimization and automation, tech stack management, voice of customer programs, partnering with sales, supporting marketing efforts, aligning with finance, scaling CS for growth, and monetization and CS-led growth.
Want to learn more about what it's like to work at Securly? View our full profile.
Requirements
- The ideal candidate is a visionary leader with a strong analytical mindset, operational expertise, and a passion for delivering exceptional customer outcomes
- 12+ years of experience in Customer Success Operations or related roles within SaaS organizations
- Proven expertise in CS strategy development, capacity planning, process optimization, and data analytics
- Strong knowledge of customer success metrics (e.g., NRR, NPS) and experience designing health score models
- Proficiency in CS tools like ChurnZero or Gainsight as well as CRM platforms such as Salesforce
- Exceptional analytical skills with the ability to synthesize complex data into actionable insights
- Demonstrated success in cross-functional collaboration with Sales, Marketing, Product Management, and Finance teams
- Experience leading change management initiatives in fast-paced environments
- Strong leadership skills with the ability to mentor teams while fostering a culture of continuous improvement
Benefits
- Medical, Dental, Vision Coverage
- Health and Dependent Savings Accounts
- Life and Disability Programs
- Paid Parental Leave
- Voluntary Benefit Programs
- Company Sponsored Wellness Program
- Wellness Reimbursement Program
- Retirement Savings
- Equity Opportunities
- Paid time off and Paid Holidays
- Employee Incentive Program
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