Head of Customer Success Operations & Growth

Selector Software; Santa Clara (CA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Discretionary PTO policy

Health insurance

401k

Bonus

Job summary

Selector Software seeks a Director of Customer Success to scale post-sales operations across enterprise accounts and own CS metrics, tooling, and processes. You will collaborate with Sales, RevOps, and Product to drive renewals, adoption, and growth. The role requires 8–12+ years in CS with strong analytics and experience with Gainsight, Salesforce, or Jira.

We offer a discretionary PTO policy, health insurance, 401k, and opportunities for bonuses as part of a comprehensive compensation package.

Qualifications

• 8–12+ years of experience in Customer Success, CS Operations, RevOps, or related roles.
• Proven experience scaling CS operations in a B2B SaaS or enterprise technology environment.
• Strong analytical mindset with hands-on experience building dashboards, KPIs, and forecasting models.
• Experience partnering with technical implementation or professional services teams.
• Excellent communicator who can translate between executives, operators, and frontline teams.
• Comfortable operating in ambiguity and building structure from the ground up.
• Experience in AI, infrastructure, networking, or highly technical enterprise products is a plus.
• Experience with Gainsight, Salesforce, Jira, or similar CS/RevOps tooling is a plus.
• Background supporting renewal and expansion motions in enterprise accounts is a plus.

Responsibilities

• Own and scale the CS operating model, including onboarding, training, adoption, QBRs, renewals, and expansion readiness.
• Design and document scalable CS processes, playbooks, and SOPs.
• Own CS systems and tooling including CRM, reporting, health scoring, surveys, and workflow automation.
• Build dashboards and reporting for executives and CS leadership covering health, risk, retention, adoption, and outcomes.
• Establish and track core CS KPIs and OKRs at team and CSM levels.
• Coordinate renewal forecasting and risk identification with CS leadership.
• Analyze trends in customer behavior and surface actionable insights.

Skills

Analytical mindset

Dashboards & KPIs

Forecasting

Cross-functional collaboration

Communication

Ambiguity management

AI/infra knowledge (plus)

Tools

Gainsight

Salesforce

Jira

Job description

Selector Software seeks a Director of Customer Success to scale post-sales operations across enterprise accounts and own CS metrics, tooling, and processes. You will collaborate with Sales, RevOps, and Product to drive renewals, adoption, and growth. The role requires 8–12+ years in CS with strong analytics and experience with Gainsight, Salesforce, or Jira.

We offer a discretionary PTO policy, health insurance, 401k, and opportunities for bonuses as part of a comprehensive compensation package.