Director, Customer Success Operations in Abbeyville, Colorado at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success Operations based in United States.

This is a strategic, hands-on leadership role responsible for building the operational foundation behind a growing customer onboarding organization.
You will combine analytics, enablement, systems, and process design to help customer-facing teams perform at their best.
The role begins with significant individual-contributor ownership before expanding into team leadership and the development of a dedicated operations function.
You will turn complex operational questions into actionable insights, scalable workflows, and measurable improvements.
Working across Customer Success, Sales, Product, Support, and other teams, you will strengthen the full post-sale customer journey.
The ideal environment is fast-moving and collaborative, with significant autonomy and an expectation that leaders take ownership and build solutions directly.
This opportunity is particularly suited to an analytical, systems-oriented operator who enjoys creating structure, developing people, and driving meaningful business outcomes.

• Build and lead a Customer Success Operations function over time, initially owning operational responsibilities directly before hiring and developing an Enablement Manager and Data Analyst.
• Recruit, coach, develop, and retain operational talent while establishing a culture centered on clarity, accountability, continuous improvement, and measurable outcomes.
• Own the reporting and metrics framework for the onboarding organization, including kickoff completion, rebooking, time-to-live, graduation, CSAT, and early churn indicators.
• Analyze product usage, customer success platform, CRM, and other operational data to identify friction points, trends, risks, and opportunities.
• Translate data into clear recommendations and regularly provide actionable insights to senior leadership and team managers rather than simply maintaining dashboards.
• Design and manage internal training and enablement programs for customer onboarding managers and team members, ensuring readiness for product, system, and process changes.
• Partner with Product, Support, Training, and other cross-functional teams to translate external changes into effective internal communications, training, and operational readiness.
• Own the end-to-end onboarding workflow, from Sales-to-onboarding handoffs through the transition from hypercare to ongoing Customer Success.
• Optimize the customer success technology ecosystem, including platforms such as Vitally, Salesforce, and Gong, while driving adoption and effective utilization.
• Identify manual or inefficient processes and replace them with scalable playbooks, automation, standard operating procedures, and repeatable workflows.
• Partner with operations stakeholders on data infrastructure, billing integrations, systems architecture, and tooling decisions.
• Act as an operational partner to Customer Success leadership by sharing insights, processes, playbooks, and frameworks that strengthen the broader post-sale customer lifecycle.
• Support continuity between onboarding and customer retention by identifying patterns and operational issues that affect the customer journey beyond initial implementation.
• Serve as a strategic thought partner to senior leadership on OKRs, capacity planning, organizational design, and operational priorities.
• Translate broader business objectives into measurable operational initiatives and contribute to cross-functional programs involving Sales, Customer Success, Product, and other teams.

• 6+ years of experience in Customer Success Operations, Revenue Operations, or a closely related field, ideally within a B2B SaaS environment.
• 3+ years of experience managing or leading teams, with demonstrated ability to develop people and build high-performing operational functions.
• Strong analytical capabilities, including experience extracting and interpreting data, building dashboards, monitoring KPIs, and translating findings into business decisions.
• Hands-on experience designing, implementing, or owning internal enablement and training programs.
• Strong systems-thinking ability, with experience mapping end-to-end processes, identifying operational breakdowns, and implementing scalable improvements.
• Experience owning or optimizing customer onboarding workflows and cross-functional handoffs, ideally across Sales, Onboarding, and Customer Success.
• Strong familiarity with CRM and Customer Success platforms, with experience using tools such as Salesforce, Vitally, Gainsight, ChurnZero, or similar systems.
• Excellent written and verbal communication skills, with the ability to present strategic recommendations to executives while also creating clear SOPs and instructions for individual contributors.
• Comfortable working as a hands-on individual contributor before scaling a team, with a demonstrated ability to build processes personally and later delegate effectively.
• Highly organized, proactive, and comfortable operating in an environment with ambiguity, changing priorities, and significant ownership.
• Strong collaborative and stakeholder-management skills, with the ability to influence teams across multiple functional areas.
• Experience in vertical SaaS, SMB-focused businesses, onboarding, or professional services is a plus.
• Familiarity with AI-powered tools for analytics, workflow automation, coaching, or operational efficiency is desirable.
• Willingness and ability to travel approximately 1–3 times per year for company events, new-hire training, and team off-sites.
• Must be authorized to work in the United States; sponsorship requirements should be disclosed during the application process.

• Fully remote work environment.
• Competitive base salary aligned with experience and responsibilities.
• Generous paid time off.
• Paid maternity, parental bonding, and medical leave.
• Comprehensive medical, dental, vision, and prescription coverage.
• Employee-only health plans with premiums fully covered and approximately 50% of family coverage costs covered.
• Confidential mental health counseling support.
• 401(k) retirement plan with 100% employer matching on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Life and Accidental Death & Dismemberment (AD&D) insurance.
• Monthly wellness benefit of up to $60 toward fitness, mental health, or other eligible wellness needs.
• $300 home-office setup bonus after one year of employment.
• Continuing education and professional development support.
• Company-supported team events and off-sites designed to strengthen collaboration and connection.
• Flexible remote culture with opportunities for meaningful cross-functional collaboration and career growth.