Director, Customer Success Operations & Analytics

Coinscapture

Northern (KY)

Hybrid

USD 140,000 - 200,000

Full time

5 days ago

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Benefits offered by this job

Remote work flexibility

401(k) with employer match

Comprehensive health benefits

Generous PTO and parental leave

Home office setup stipend

Job summary

Tekmetric is seeking a Director of Customer Success Operations to serve as the operational engine for a ~70-person team. You’ll run analytics, design enablement programs, and build scalable processes, then hire and develop the team around you.

You’ll report to the VP of Onboarding & Professional Services, shaping data, tooling, and performance. You’ll lead cross-functional initiatives to improve onboarding, adoption, and post-sale retention, while owning the CS tech stack and process

Qualifications

6+ years in customer success operations or revenue operations.
3+ years in people/team leadership.
Strong data analytics and dashboard experience.
Experience designing enablement programs and SOPs.

Responsibilities

Lead and grow a CS Operations team over time, starting with initial hires.
Own metrics and reporting for onboarding, including completion rate, CSAT, and early churn indicators.
Design and run internal enablement programs for CMOs and managers.
Own onboarding workflow design and drive adoption of the CS tech stack (Vitally, Salesforce, Gong).
Partner with Product, Support, and Training to translate changes into internal readiness.
Support VP with OKR development, capacity planning, and org design.