Director of Customer Success Operations
Summary
Build and scale the post-sales operating engine for a fast-growing SaaS company, designing CS playbooks, health scoring, and automation to improve retention and efficiency.
DealHub is a leading business application company, helping fast-growing SaaS organizations scale their quote-to-revenue processes.
We’re looking for a Director of Customer Success Operations to own and scale our post-sales operating engine. This is a pure CS Operations role—focused on process, systems, data, and execution.
You will not manage customer accounts and this is not a Revenue Operations position.
You’ll partner closely with CS leadership to translate strategy into scalable workflows, tooling, metrics, and automation for our Customer Success and Support teams.
Key Responsibilities
- Own the end-to-end post-sales operating model (onboarding, adoption, support, renewals).
- Build, standardize, and enforce CS playbooks, processes, and SLAs.
- Own customer health scoring, churn risk signals, renewal forecasting, and CS dashboards.
- Work hands-on with the CS tech stack (Salesforce + CS tools such as Totango / Gainsight / Gong).
- Implement automation and AI-driven workflows to improve efficiency and scale.
- Ensure process compliance, data quality, and consistent execution across CS and Support.
- Drive continuous improvements in retention, CSAT, productivity, and cost-to-serve.
Requirements
- 4+ years in a dedicated Customer Success Operations Manager role in a B2B SaaS company.
- Proven experience building CS processes, health frameworks, playbooks, and operational reporting.
- Strong hands-on experience with Salesforce and Customer Success platforms.
- Highly analytical, process-driven, and comfortable building systems from scratch.
- Experience partnering with CS leadership and Finance on renewals and churn.
- Excellent English (written and verbal).
- Bachelor’s degree in Industrial Engineering & Management or similar.