Director of Customer Operations

Responsibilities
Comprehensive Oversight and Collaboration:

• Directly oversee Coaching, Support, and Onboarding functions, ensuring a cohesive strategy that aligns with overall business goals and enhances customer success and experience (CX).
• Collaborate closely with Marketing and Sales & Product to identify and implement strategies that improve the entire customer lifecycle, from acquisition through retention and upsell.

Process Optimization and Strategic Improvements:

• Conduct thorough reviews of current processes across customer success functions, identifying areas for strategic improvement and providing actionable recommendations.
• Serve as a critical liaison between customer success teams and executive management, facilitating the flow of information and setting clear expectations for performance enhancements across the board.
• Forecast and anticipate the growing needs of the team(s), ensuring accurate head count for scale and proper customer coverage.
• Proactively collaborate with the development and product team to test new features and enhancements based on collected insights from the customers.

Direct Involvement and Strategic Collaboration:

• Actively engage in customer success operations, from onboarding processes to customer support interactions, ensuring a seamless and high-quality customer experience.
• Forge strong partnerships with Product, Sales, and Marketing to enhance the onboarding experience, demonstrating a hands-on approach to problem-solving and process optimization.
• Execute project management protocols, determining critical factors required to support customer goals and successfully guide team(s) focused on regular customer delivery ensuring positive results

Documentation and Metrics:

• Document all significant changes and results achieved within the customer success domain, ensuring transparency and accountability for all initiatives undertaken.
• Define and set the appropriate metrics and KPIs for the Customer Success team, ensuring all team members are aligned on key performance indicators that drive business growth and customer satisfaction.
• Standard operating procedures (SOPs) resonate deeply with you; you meticulously document everything, making certain that a process is in place for each task.

Hands-On Team Leadership:

• Lead by example, demonstrating a willingness to engage directly in customer success activities, from resolving complex customer issues to optimizing internal processes.
• Provide hands-on coaching and development, working closely with team members on specific cases, sharing expertise, and directly contributing to the team's learning and success.
• Oversee the development of training programs and playbooks for Coaching, Onboarding, and Support teams which improve the customer experience, support strong customer lifetime value, enable growth, and drive increased efficiency.
• Recruit, mentor, retain, and inspire a high-performance team.

Results

• Sets ambitious goals and is committed to not only meeting but exceeding expectations through strategic planning and execution.
• Exhibits a relentless pursuit of success, with a track record of delivering results in a timely and efficient manner.
• Utilizes feedback and performance metrics to continually refine strategies and approaches, ensuring the achievement of organizational objectives.

Qualifications

• 8+ years experience in customer success management (or similar) with direct reports.
• 3+ years experience in a B2C SaaS or Service Company.
• Experience in a startup environment is preferred.
• Demonstrated experience in a leadership role within Customer Success, with a strong emphasis on direct, hands-on involvement in strategy and execution.
• Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction, retention, and growth.
• Proven ability to review, recommend, and implement process improvements that enhance customer success outcomes.
• Strong communication skills, with the capability to serve as a liaison between teams and executive leadership, ensuring alignment and driving strategic improvements.
• Experience collaborating with product development to integrate customer feedback into tangible product enhancements.
• Expertise in defining, tracking, and driving performance against key metrics and KPIs relevant to customer success and experience.
• Technical proficiency with customer success platforms (e.g., Intercom, Zendesk) and a keen interest in leveraging technology to enhance customer experiences.
• Excellent organizational and project management skills.
• Willingness to travel and to participate in remote meetings for stakeholders in other time zones.