Director Customer Success Operations

About the Role:

Are you a highly motivated and strategic professional with a passion for driving customer success in the fast-paced world of SaaS enterprise startups? We are seeking a dynamic and experienced Customer Success Operations Director to join our growing team and play a pivotal role in optimizing our customer success function.

Aviatrix is seeking a Customer Success Operations Director. You will be a key leader in the Customer Success organization, partnering with leadership on strategy and operations. This role will oversee all operations functions for a customer success team. The successful candidate will have a proven track record of leading and scaling customer success operations in a fast-paced high-growth environment.

Responsibilities:

• You will be the right-hand person for the CCO and the CS leadership team. The ability to work with the team and take over operations-related work, so they can focus on their roles would be of utmost importance. You will play a strong role in All Hands deck creations, operational reviews, QBR preps, Board material prep and general reporting.
• Work with the CS leadership to develop and execute the overall customer success strategy, aligning it with the company's vision and goals to drive customer retention, expansion, and advocacy.
• Utilize data analytics to gain insights into customer behavior and success metrics, providing actionable recommendations for continuous improvement. Financial planning to help track budgets, personnel utilization and forecasting headcount and P/L metrics as needed.
• Define and track key customer health indicators to proactively identify at-risk customers and implement strategies for retention and upselling.
• Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, adoption, and ongoing support.
• Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization.
• Evaluate, implement, and manage customer success tools and systems to enhance team productivity and ensure effective customer communication and tracking.
• Partner with sales, marketing, product, and engineering teams to ensure alignment on customer needs and foster a customer-centric culture across the organization.
• Develop mechanisms to gather customer feedback and insights, leveraging customer success stories and references to drive customer advocacy.
• Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the customer success function.

Experience

• Minimum of 7 years of experience in customer success operations or customer success leadership roles, preferably in the SaaS enterprise space.
• Experience managing the deployment, roll-out and adoption of Customer Success management tools like Gainsight and SFDC
• Experience scaling CS operations in organizations 100M+ with demonstrated track record of success
• Experience with some financial system is needed. Excel OR Google Sheets expertise is expected and very valued. Very good familiarity with Salesforce, CS Tooling (Gainsight/Planhat/etc.) is needed. Some experience of a Project management tool and Zendesk is preferred.
• Experience rolling out segmented customer experiences and proven record of implementing a tech-touch and self-serve programs.
• Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
• Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
• Demonstrated experience in leading and executing projects from inception to completion, with a focus on process optimization and efficiency.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
• Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.

US Pay Range

The US annual base salary range for this full-time position is $155,000-$205,000 + benefits + 401(k) match + equity. The pay range is determined by the role, work location, job-related skills, level, experience and relevant education. [Certain roles are eligible to earn sales commission, depending on the terms of the applicable plan.] The range displayed is the minimum and maximum target base salary and is applicable only for new hires for the listed position located in the US. Your Talent Advisor can share more details regarding salary ranges, benefits, and equity for your location during the hiring process

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