Director Customer Success Ops

One Identity

Utah

On-site

USD 120,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Career development opportunities

Health and wellness programs

Job summary

A leading security software provider is seeking a Director of Customer Success Operations to lead the operational strategy for their global team. This pivotal role focuses on enhancing customer experiences and ensuring maximum value from the company's offerings. Candidates should have over 8 years in Customer Success or Operations, with strong data analysis and communication skills. This full-time position is based in the United States.

Qualifications

8+ years of experience in Customer Success or Operations, with 3 years in leadership.
Proven experience in scaling CS operations in SaaS environments.

Responsibilities

Define and execute the Customer Success strategy.
Develop KPIs and dashboards to track performance.
Optimize processes across the customer lifecycle.

Skills

Customer Success leadership

Data analysis

Process optimization

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Gainsight

Excel

Job description

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Director of Customer Success Operations

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts, and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud, and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

Overview

Director of Customer Success Operations

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts, and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud, and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

Role Summary

The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. The Director of Customer Success Operations will lead the operational strategy and execution for our global Customer Success organization. This role is pivotal in driving efficiency, scalability, and performance through data-driven insights, process optimization, and cross-functional collaboration. You will empower our Customer Success teams to deliver exceptional customer experiences and outcomes, ensuring our customers realize maximum value from their investment in One Identity.

Responsibilities

Strategy & Planning

Partner with CS leadership to define and execute the Customer Success strategy.
Develop and manage KPIs, dashboards, and reporting to track team performance and customer health.
Lead annual planning, headcount modeling, and forecasting for the CS organization.

Process Optimization

Design and implement scalable processes across the customer lifecycle (onboarding, adoption, renewal, expansion).
Identify and eliminate operational bottlenecks to improve team efficiency and customer satisfaction.
Coordinate collaboration with our partners amongst the different customer success groups (technical support, professional services & customer success).

Technology & Tools

Own the CS tech stack (e.g., Gainsight, Salesforce, Zendesk) and ensure tools are optimized for productivity.
Evaluate and implement new technologies to support CS initiatives.

Data & Insights

Analyze customer data to identify trends, risks, and opportunities.
Provide actionable insights to CS leadership and cross-functional partners (Product, Sales, Marketing).

Enablement & Training

Develop onboarding and ongoing training programs for CS team members.
Work with the broader enablement team to ensure repurposing of training materials to drive efficiency in the org.
Ensure consistent adoption of best practices and processes across the team.

Cross-Functional Collaboration

Act as a liaison between Customer Success and other departments to align on customer-centric initiatives.
Support strategic projects such as Voice of the Customer, Product Adoption Measurement, Executive Sponsor program, and customer journey mapping.
Work with our channel team to ensure communication and operational plans include the partners.

Qualifications

What We’re Looking For

8+ years of experience in Customer Success, Revenue Operations, or Business Operations, with at least 3 years in a leadership role.
Proven experience building and scaling CS operations in a SaaS or technology-driven environment.
Strong analytical skills with proficiency in tools like Excel, SQL, Salesforce, Gainsight, or similar platforms.
Excellent communication and stakeholder management skills.
Strategic thinker with a bias for action and a passion for customer success.

What Will Make You Stand Out

Experience with customer segmentation, health scoring models, and lifecycle frameworks.
Familiarity with change management, process improvement methodologies, and personality categorization methodologies (DISC, Meyers-Briggs).
Working in a private equity environment

Company Description

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

Why work with us?

Life at One Identity means collaborating with dedicated professionals with a passion for technology.
When we see something that could be improved, we get to work inventing the solution.
Our people demonstrate our winning culture through positive and meaningful relationships.
We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.

Seniority level