CS Ops Leader: Analytics, Enablement & Growth

Tekmetric

Northern (KY)

Hybrid

USD 140,000 - 190,000

Full time

9 days ago

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Benefits offered by this job

Remote work options

Comprehensive health benefits

Paid time off

Parental leave

Home office setup assistance

Job summary

Tekmetric is hiring a Director, Customer Success Operations to lead a ~70-person team and own analytics, enablement programs, and scalable processes for onboarding and post-sale success. You will hire and develop the team, shape data-driven decisions, and partner with Product, Support, and Training.

The role centers on optimizing the CS tech stack (Vitally, Salesforce, Gong) and driving continuous improvement.

Qualifications

6+ years in customer success operations, revenue operations, or a related field in B2B SaaS.
3+ years managing or leading teams.
Strong analytical chops: dashboards, data-driven decisions.

Responsibilities

Own the onboarding metrics and reporting for the onboarding org (kickoff completion, rebook, time-to-live, graduation, CSAT).
Identify friction points from product usage data and Salesforce reporting; surface actionable insights to leadership.
Design and run internal enablement programs; ensure teams stay current on product releases and process updates.
Own onboarding workflow design from handoff to CS graduation; drive adoption of the CS tech stack (Vitally, Salesforce, Gong).
Partner with Product, Support, Training to translate external changes into internal readiness.
OKR development, capacity planning, and org design support for cross-functional initiatives.