CS Ops Director: Analytics, Enablement & Systems

United States Digital Space LLC

United States

Hybrid

USD 140,000 - 190,000

Full time

5 days ago

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Benefits offered by this job

Remote work options

Competitive base salary

Job summary

United States Digital Space LLC is seeking a Director, Customer Success Operations to lead the onboarding and professional services engine for a ~70-person team. You’ll own analytics, enablement programs, and scalable processes, hiring and shaping the team as you go, reporting to the VP of Onboarding & Professional Services.

This builder role requires turning complex operational questions into clear answers, driving adoption of Vitally, Salesforce, and Gong, and partnering with Product, Support,

Qualifications

6+ years in customer success operations, revenue operations, or a related field (B2B SaaS).
3+ years managing or leading teams.

Responsibilities

Own metrics and reporting for onboarding (kickoff completion rate, rebook rate, time-to-live, graduation, CSAT).
Identify friction points via product usage data and Salesforce reporting.
Design and run internal enablement/training programs for COMs and managers.
Own onboarding workflow design from AE-to-COM handoff to CS graduation.
Partner with Product, Support, Training to translate external changes into internal readiness.
Collaborate with CS leadership on tooling, reporting, and enablement needs.

Skills

Leadership

Analytics

Enablement

Operations

Cross-functional

Communication

Tools

Vitally

Salesforce

Gong

Job description

This builder role requires turning complex operational questions into clear answers, driving adoption of Vitally, Salesforce, and Gong, and partnering with Product, Support,

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