What are the responsibilities and job description for the Director, Customer Success Operations position at Hyperdrive Recruiting?
We are looking for a talented Director of Customer Success Operations to drive the effectiveness and efficiency of our Customer Success team by defining objectives, strategy, and tactics, and implementing scalable processes.
Job Duties:
- Partner with Customer Success teams to provide data-driven insights and analysis on customer retention, adoption, expansion, risk, and health.
- Lead process improvements for the customer lifecycle, including determining touch points and content for CSMs along the customer journey.
- Develop and implement risk management strategies to detect early signals of at-risk renewals and design strategies to address them.
- Collaborate with cross-functional teams to meet renewal and upsell targets and deliver on customer needs.
- Manage and hold CS teams accountable for reporting and administrative protocols.
- Generate reporting and develop insights to support business decisions.
- Monitor and manage data quality, working with internal teams to resolve quality issues.
Ideal Background:
- 7 years of experience in operations managing client portfolios across multiple markets and geographies.
- Experience mapping the customer journey with a focus on advocacy, onboarding, risk management, and adoption programs.
- Strong data, analytical, and reporting skills, ideally using Salesforce
- Passion for designing scalable processes.
- Ability to establish rapport with all levels of personnel and communicate effectively with stakeholders.
- Strong attention to detail and ability to understand broader impact and implications of activities.
Benefits:
- Medical, dental, and vision benefits
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
