Head of CS Operations (US): Driving Customer Success Excellence

Neara; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Neara, based in New York City, seeks a Director of Customer Success Operations to build and scale a new function that connects customer value with engineering, product and delivery teams. You will drive delivery excellence, training, and governance for globally distributed engagements, focusing on the US market.

You will establish standards, mature the operating model, and lead cross-functional initiatives to improve reporting, risk management, and value realization across large-scale software

Qualifications

• 8+ years of experience in a leadership role across Customer Success or Professional Services, with deep experience driving complex software implementations, delivery excellence, or PMO strategy.
• Proven track record leading large-scale digital transformation, enterprise software deployments, or operational change programs, with governance, risk mitigation, and value realization.
• Track record of building or substantially redesigning project management standards, rituals, or PMO functions.
• Comfortable working at multiple altitudes: defining strategy and methodology one day, then unblocking execution with a project team the next.
• Strong communication skills, with the ability to translate complex project status, risks and trade-offs into clear narratives for senior leadership and customers.
• Experience with data and tooling, designing and standing up reporting, dashboards and tracking systems, and working with project management tools (e.g., Fibery, Jira, Asana).
• Experience within infrastructure and energy sector is a plus but not essential.

Responsibilities

• Build out and operationalize the Operations function in the US, taking it from an early-stage foundation through to a mature operating model that scales with Neara's growth.
• Define and embed project management and customer engagement best practices across the Customer Success team, including targeted coaching for priority projects.
• Design and maintain the project tracking & reporting infrastructure that surfaces project status, risks and value delivery to leadership — from team-level rituals to regional and global dashboards.
• Set standards for how teams are configured for success, including team structure, resource allocation, and contract review processes with Product and Engineering.
• Design and maintain Customer Success team onboarding and continuous learning systems.
• Track and surface team sustainability signals to leadership, ensuring insights cut through management and burnout risk.

Skills

Leadership

Program management

Digital transformation

Stakeholder communication

Tools

Fibery

Jira

Asana

Job description

Neara, based in New York City, seeks a Director of Customer Success Operations to build and scale a new function that connects customer value with engineering, product and delivery teams. You will drive delivery excellence, training, and governance for globally distributed engagements, focusing on the US market.

You will establish standards, mature the operating model, and lead cross-functional initiatives to improve reporting, risk management, and value realization across large-scale software