Director of Customer Success Operations

Job Summary

A company is looking for a Director of Customer Success Operations & Strategy.

Key Responsibilities

• Design and operationalize the end-to-end customer journey, ensuring alignment and accountability
• Build and improve retention forecasting models and renewal process infrastructure
• Own Gainsight configuration and automation to support scalable customer success management workflows

Required Qualifications

• 8+ years in Customer Success Operations, Revenue Operations, or GTM strategy in a high-growth SaaS environment
• Experience designing and embedding customer journeys within CS systems and processes
• Strong expertise in Gainsight and Salesforce
• Knowledge of retention forecasting and post-sale performance metrics
• Experience with AI tools that enhance customer success workflows