Head of Customer Success & Partner Operations

SupportFinity™; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

SupportFinity™ is looking for a Director of Partner & Customer Operations to lead the Customer Success organization and manage external vendors. This role is crucial for ensuring great customer experiences while fostering accountability.

The ideal candidate should have over 7 years of experience in Customer Success or Operations, with a strong focus on managing teams and improving processes. The position is based in New York, NY, and offers a unique opportunity to impact customer satisfaction directly.

Qualifications

• 7+ years of experience in Customer Success, Operations, or Partner Management.
• 3+ years of people management experience in a fast‑growing environment.
• Proven experience managing external vendors or partners.
• Strong operational and process‑building mindset.
• Excellent communication, leadership, and stakeholder management skills.

Responsibilities

• Lead, develop, and scale the Customer Success team to deliver a best‑in‑class customer experience.
• Define expectations, service levels, and operating cadences with partners.
• Build scalable processes that support growth across customer experience and partner operations.
• Leverage data, reporting, and customer feedback to drive continuous improvement.
• Monitor partner performance and proactively address quality, service, or operational gaps.

Skills

Customer Success Management

Operations Management

Leadership

Communication

Stakeholder Management

Tools

Zendesk

Salesforce

Customer.io

Job description

SupportFinity™ is looking for a Director of Partner & Customer Operations to lead the Customer Success organization and manage external vendors. This role is crucial for ensuring great customer experiences while fostering accountability.

The ideal candidate should have over 7 years of experience in Customer Success or Operations, with a strong focus on managing teams and improving processes. The position is based in New York, NY, and offers a unique opportunity to impact customer satisfaction directly.