Director, CS Operations & Enablement

Doist; United States; Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Remote work flexibility

Competitive base salary

Generous PTO

Comprehensive health benefits

BetterHelp counseling

Job summary

Tekmetric is seeking a Director of Customer Success Operations to drive the operating system for onboarding and professional services for a ~70-person team. You’ll own analytics, design enablement programs, and build scalable processes.

Over time, hire and mentor the Enablement Manager and Data Analyst, reporting to the VP and partnering with Product, Support, and Training. The role blends data, tooling, and team performance, with opportunities to shape cross-functional workflows and strategic

Qualifications

• 6+ years in CS operations, revenue operations, or related field in B2B SaaS.
• 3+ years managing or leading teams.
• Strong analytical chops - dashboards & data.
• Experience designing internal enablement programs.
• Systems thinker who maps end-to-end processes.
• Clear communicator able to present to executives.
• Experience building customer success platforms.
• Experience with AI tooling to enhance analytics/workflows.

Responsibilities

• Build and scale the CS Ops team, hire Enablement Manager and Data Analyst.
• Own onboarding metrics: kickoff completion, rebook rate, time-to-live, CSAT, early-churn indicators.
• Design and run internal training programs for COMs and managers.
• Own onboarding workflow design and drive adoption of CS tech stack (Vitally, Salesforce, Gong).
• Partner with Product, Support, Training to translate changes into internal readiness.
• Support VP on OKR development, capacity planning, and org design.

Job description

Tekmetric is seeking a Director of Customer Success Operations to drive the operating system for onboarding and professional services for a ~70-person team. You’ll own analytics, design enablement programs, and build scalable processes.

Over time, hire and mentor the Enablement Manager and Data Analyst, reporting to the VP and partnering with Product, Support, and Training. The role blends data, tooling, and team performance, with opportunities to shape cross-functional workflows and strategic