Director of Customer Success Operations

About the position

CultureAmp needs a dynamic, entrepreneurial, and experienced Director of Customer Success Operations to strategically partner with our senior customer leaders, evolve our Customer Success productivity platforms, and drive critical transformations to our customer engagement model (people, process, and technology). The Director will step into team leadership, with a mandate to help drive increased CSAT, reduced churn, and increased client revenue expansion. The Director must partner closely with business stakeholders to ensure alignment on the priorities, and evidence a great track record of sophisticated solution delivery in different businesses.

Responsibilities

• Co-own the strategic roadmap for Customer Success people, process, and technology, with our SVP Customer Experience, VP Revenue Operations, VPs of Customer Experience, and CRO.
• Own all operational support for CS coverage model, account assignments, and targets/quotas.
• Own administration and optimization of productivity platforms used by Customer Success, in partnership with GTM Systems.
• Drive cross-functional transformation initiatives to improve CSAT/churn/expansion, including programmatic efforts to make CS more efficient and effective using advanced analytics and AI.
• Develop and grow a world-class team of business partners.

Requirements

• 7+ years of experience in leading sales and/or customer success operations, preferably in the SaaS or technology industry.
• Proven track record of developing and implementing successful sales/customer success operations strategies.
• Expertise in sales/customer success automation and technology solutions.
• Advanced understanding of customer data, structures, measurement, retention and churn insights, analytics advertising tools, salestech, and CStech.
• Excellent at improving workflow and processes for customer pipeline funnel for win rate optimisation.
• Hands on experience with reporting, analyzing and optimizing customer account planning at scale.
• Sales and Customer Success expertise in sales funnel tools like Gong, Outreach, 6Sense, Salesforce / Salesforce Marketing cloud, Vitally & Intercom and other standard revenue sales software.
• Practical experience with BI platforms (e.g. Tableau, Power BI, Looker).
• Excellent communication and presentation skills with the ability to influence and persuade stakeholders.
• Proven leadership and team management skills.
• Bachelor's degree in Business, or a related field.

Nice-to-haves

• 8+ years of experience in GTM operations, revenue operations, or a related consulting field.
• Strong experience as a team leader in culture-first companies.
• Exceptional written and verbal communication skills.
• Excellent business acumen.
• Ability to influence executive decision makers through compelling, well-researched proposals and business cases.
• Proficient technical depth with key Customer Success productivity applications.
• Very strong track record of working successfully with business partners to scope and deliver business-critical applications.
• Evident success in landing complex transformations that have a big impact on the business.

Benefits

• Flexible working hours.
• 14 weeks parental leave at full pay for primary carers and 4 weeks for secondary carers.
• MacBooks for all.
• Shares - it’s important to us that everyone is an owner and can share in our success.
• Fun and inclusive digital, and (in the future) in-person events.
• Health Benefits.
• Equity.
• Monthly Camper Life Allowance.
• Team budgets dedicated to team building activities and connection.
• Intentional quarterly wellbeing pauses.
• Extended year-end breaks.
• 5 Social Impact Days a year to make a positive impact on the community outside of work.
• Medical insurance coverage for you and your family (Available for US & UK only).