Director, Customer Success Operations (Remote)

SOCi.ai; États-Unis; À distance; USD 150 000 - 187 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) plan with employer match

Flexible PTO

Résumé du poste

SOCi.ai is seeking a Director of Customer Success Operations to shape scalable, data-driven post-sales processes in a fast-growing SaaS environment. You will own onboarding, enablement, adoption, expansion and retention programs across enterprise accounts.

You will partner with the Chief Customer Officer and executives to design scalable playbooks, roll out best practices, and deliver measurable improvements in customer satisfaction and renewal rates.

Qualifications

• 7+ years experience in customer success operations or similar
• Excellent written and verbal communication
• Enterprise-ready, solution-oriented mindset
• Strong cross-functional collaboration across teams
• Analytical and able to connect data to action
• Experience interacting with C-level executives
• SaaS, social media management, or enterprise software experience

Responsabilités

• Collaborate cross-functionally to map customer health, retention and satisfaction drivers.
• Recommend process improvements for onboarding, training, support, adoption and renewal.
• Develop and maintain customer success playbooks and process artifacts.
• Implement and optimize CSM software stack (Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, Pardot).
• Drive data quality and standardized processes across the customer lifecycle.
• Define KPIs, dashboards and workflows to monitor retention and revenue risk.
• Provide regular insights to executive leadership and stakeholders.

Connaissances

7+ years experience

Excellent communication

Enterprise mindset

Cross-functional collaboration

Analytical/problem-solving

C-level interaction

SaaS experience

Formation

BS or MA (MBA preferred)

Outils

Salesforce

CRM software

Description du poste

SOCi.ai is seeking a Director of Customer Success Operations to shape scalable, data-driven post-sales processes in a fast-growing SaaS environment. You will own onboarding, enablement, adoption, expansion and retention programs across enterprise accounts.

You will partner with the Chief Customer Officer and executives to design scalable playbooks, roll out best practices, and deliver measurable improvements in customer satisfaction and renewal rates.