Director, CS Operations & Data Excellence

Clear Demand; Phoenix (AZ); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401K with company match

Bonus: 10%

Job summary

Clear Demand is seeking a Director of Customer Success Operations to lead issue management, data health, and scalable CS processes. You will connect CS with Strategy and internal support to resolve issues and drive consistent, repeatable outcomes.

This role emphasizes building playbooks, dashboards, and end-to-end process improvements while partnering with data teams to ensure accurate ETL and data validity across customer environments.

Qualifications

• 5+ years of experience in CSM or CS operations within SaaS or data-driven environments.
• Ability to manage complex issue queues, track resolutions, and hold cross-functional stakeholders accountable.
• Strong operational instincts — you build systems, not just solve one-off problems.
• Experience building and maintaining documentation, playbooks, or knowledge management systems.
• Bachelor’s degree in Business, Operations, Information Systems, or related field preferred.

Responsibilities

• Own issue management: track, consolidate, and drive closure of customer and platform issues.
• Partner with data engineering on ETL to identify challenges and ensure data integrity.
• Develop and maintain internal assets: playbooks, onboarding guides, dashboards, and end user guides.
• Coordinate across CS, Strategy, and support functions to reduce noise for CS teams.
• Identify gaps in CS workflows, tooling, and reporting; implement improvements.
• Maintain CS tooling and dashboards; report on issue volumes, resolution times, and data health.

Skills

CS Operations

CSM

Data analysis

Process improvement

Cross-functional coordination

ETL concepts

Education

Bachelor's degree in Business, Operations, Information Systems, or related field

Tools

SQL

Looker/Tableau

CRM tools

Job description

Clear Demand is seeking a Director of Customer Success Operations to lead issue management, data health, and scalable CS processes. You will connect CS with Strategy and internal support to resolve issues and drive consistent, repeatable outcomes.

This role emphasizes building playbooks, dashboards, and end-to-end process improvements while partnering with data teams to ensure accurate ETL and data validity across customer environments.