Director, Customer Success Operations

Location: Remote within the United States; candidates must be authorized to work in the United States on a full-time basis.

Base salary: $170,000–$200,000 annually, plus an annual bonus and long-term incentive plan.

Company

Provides a Salesforce-native ERP platform for product manufacturers, wholesalers, and distributors, with a focus on operational visibility, demand, supply, capacity, and AI-based decisioning.

What you will do

• Build and operate an AI-native account intelligence layer using CRM, conversation intelligence, product telemetry, and financial data.
• Own customer success reporting, board-level forecasting for expansion, renewals, and attrition, and data reconciliation across three brands.
• Maintain Salesforce data integrity, the customer success tool stack, and AI agent and skill libraries for Customer Success and Support.
• Design Voice of Customer programs, including NPS and CSAT, and connect customer feedback with Product and Engineering.
• Own segmentation, engagement tiers, tech-touch coverage, capacity planning, playbooks, and cross-functional operating processes.
• Run the Risk Council and partner with Support, Professional Services, Sales, Product, Rev Ops, and Finance on operational design.

Requirements

• 5–7 years of experience in Customer Success Operations, Revenue Operations, or Customer Success leadership within B2B SaaS.
• Experience building customer-facing operations infrastructure, including playbooks, health measurement systems, reporting stacks, onboarding, and enablement programs.
• Hands-on experience building or deploying LLM-powered workflows for customer intelligence, analytics, or process automation.
• Salesforce data-model fluency at the field and schema level, with strong analytical and executive reporting skills.
• Program management experience and the ability to influence Support, Success, Sales, Product, and Finance without direct authority.
• US work authorization is required; visa sponsorship, extensions, and transfers are not available now or in the future.

Nice to have

• Manufacturing ERP or Salesforce-native product experience.
• Multi-brand portfolio and post-acquisition operational integration experience.
• Bachelor’s degree or equivalent experience.

Culture & Benefits

• Core values include Trust, Resourcefulness, Ownership, and Collaboration.
• Flexible time off, 12 paid holidays, 10 sick days, volunteer time off, and paid parental leave.
• Recurring cell and internet stipend.
• 401(k) through Fidelity with a 2% annual employer match.
• Healthcare, dental and vision coverage, life, accident and disability insurance, FSA and HSA options, and an employee assistance program.