Head of Customer Success Operations

Job Summary

A company is looking for a Head of Customer Success Operations.

Key Responsibilities

• Optimize customer success metrics such as Net Revenue Retention, Gross Retention, and product adoption
• Build and mature a unified Customer Success Operations framework encompassing Implementation, Professional Services, Support, and Renewals
• Collaborate with cross-functional teams to enhance customer journeys and drive operational efficiency

Required Qualifications

• 12+ years of experience, including 3+ years in senior leadership roles at SaaS companies or Management Consulting
• 115% Net Revenue Retention
• Expertise in customer lifecycle management, including onboarding, adoption, and renewals
• Strong data-driven mindset with experience in analytics tools like Gainsight and Salesforce
• Demonstrated success in leading high-performing global teams across Customer Success functions