Director, Customer Success Operations
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Job Description
Customer Success Operations Director building analytics, enablement, and scalable processes for Tekmetric’s auto repair shop software. Partnering with leadership to improve onboarding and retention operations.
Responsibilities:
- Build and lead the Customer Success Operations team, initially owning Enablement Manager and Data Analyst responsibilities before hiring into those roles
- Recruit, develop, and retain operational talent as the team scales
- Establish metrics and reporting for the onboarding organization, including kickoff completion, rebook rate, time-to-live, graduation rate, CSAT, and early-churn indicators
- Analyze product usage data, Vitally data, and Salesforce reporting to identify friction points and opportunities
- Provide actionable insights and recommendations to the VP and team managers
- Design and run internal training for COMs and managers
- Keep the team current on product releases, system changes, and process updates
- Partner with Product, Support, and Training to translate external changes into internal readiness
- Own onboarding workflow design from AE-to-COM handoff through hypercare-to-CS graduation
- Drive adoption and optimization of Vitally, Salesforce, and Gong
- Eliminate manual processes and build scalable playbooks, automations, and SOPs
- Partner on data infrastructure, billing integrations, and tooling decisions
- Support the Customer Success team with data, insights, playbooks, and process frameworks
- Ensure continuity between onboarding and the CS retention motion
- Collaborate with CS leadership on tooling, reporting, and enablement
- Advise the VP on OKRs, capacity planning, and organizational design
- Translate business goals into measurable operational programs
- Contribute to cross-functional initiatives with Sales, Customer Success, and Product
Requirements:
- 6+ years in customer success operations, revenue operations, or a related field, ideally in B2B SaaS
- 3+ years managing or leading teams
- Strong analytical skills, including pulling data, building dashboards, and translating numbers into decisions
- Experience designing or owning internal enablement or training programs
- Ability to map processes end-to-end and identify breakdowns
- Clear written and verbal communication skills for executive presentations and SOP writing
- Willingness to perform individual-contributor work initially and build the team over time
- Experience in a vertical SaaS environment or with SMB customers (nice to have)
- Familiarity with onboarding or professional services motions (nice to have)
- Experience building or managing a customer success platform (nice to have)
- AI tooling experience for analytics, workflow automation, or coaching (nice to have)
Benefits:
- Remote work flexibility
- Competitive base salary
- Generous paid time off
- Paid maternity leave
- Paid parental bonding leave
- Paid medical leave for the employee or loved ones
- Medical, Dental, Vision, and Prescription coverage
- Employee-only plans covering 100% of premiums
- Family plan costs covered at 50%
- Free, confidential counseling through BetterHelp
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
- Flexible Spending Accounts (FSA)
- Health Savings Accounts (HSA)
- Life and Accidental Death & Dismemberment (AD&D) Insurance
- Up to $60/month toward fitness, mental health, or other wellness expenses
- $300 home office setup bonus after one year of employment
- Support for continuing education
- Team and company-wide offsites, with attendance fully supported
- Fun activities and office amenities
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