What are the responsibilities and job description for the Director, Customer Success Operations position at Quadient?

Full time Director, Customer Success Operations Boston - United States of America - Remote Apply

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At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact.

Director, Customer Success Operations, Digital

Based in : Boston / East Coast USA

Reporting to : SVP Global Customer Success, Digital

Your role in our Future

The Director of Customer Success Operations will play a crucial role in empowering the Customer Success organization by providing insights and data-driven analysis that supports strategic decision-making. This role focuses on delivering metrics, reports, and insights to the Center of Excellence (COE) leaders within Customer Success, helping them drive effective strategies, improve customer engagement, and measure success against key performance indicators. The Director will also be responsible for tracking and analyzing project and customer profitability metrics to optimize resource allocation and identify opportunities for growth.

What you will do

Data Analysis & Reporting

In partnership with RevOps, collect, analyze, and interpret key Customer Success metrics, including Net Revenue Retention (NRR), churn, upsell, customer satisfaction, and project / customer profitability.
Develop and maintain real-time dashboards, reporting systems, and performance metrics that provide insights to COE leaders, enabling data-driven decisions.
Identify trends, risks, and opportunities through data analysis to guide strategic initiatives across Customer Success.

Project and Customer Profitability

Establish metrics and reporting processes to measure profitability at the project and customer level.

Analyze resource allocation, revenue, and cost data to provide COE leaders with insights into high-value and high-cost projects and customer accounts.

Work with Finance and Customer Success teams to refine profitability metrics and drive strategies that enhance customer value while maintaining cost-effectiveness.

Support for COE Leaders

Serve as a strategic partner to COE leaders by delivering insights and metrics that support the optimization of customer engagement, retention, and profitability.

Collaborate with COE leaders to align reporting and analysis efforts with their goals and priorities, enabling focused, impactful strategies.

Process Optimization

Identify opportunities to improve the efficiency of data collection, reporting, and analysis processes.

Implement scalable solutions that reduce manual work, enhance data accuracy, and support the evolving needs of the Customer Success team.

Collaboration Across Functions

Work cross-functionally with Finance, Sales, and Product teams to ensure data accuracy, alignment of metrics, and support for company-wide initiatives.

Partner with Revenue Operations and Analytics teams to leverage resources and ensure the integrity of customer data across systems.

Your profile

5 years of proven experience in a business operations or revenue operations role within a dynamic professional services or consultancy organisation or B2B software vendor.

Demonstrated ability to collaborate cross functionally with a broad spectrum of stakeholders in a complex, matrixed organisation including Customer Success, Professional Services and Finance teams.

A change agent with a strategic, constant improvement mindset

Outstanding communication and influencing skills coupled with cultural sensitivity

High level of expertise with excel and Power Bi

Highly analytical and data driven mindset with the ability to operate in a complex data analysis environment, drawing data from a variety of systems and sources to provide meaningful, actionable insights.

Solutions oriented with the ability to identify efficiencies, simplifying and streamlining processes

This position has a salary range of :

119,100.00 - $178,700.00

Rewards & Benefits

Flexible Work : Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning : Access global opportunities for growth through our 24 / 7 online learning platform.

Inclusive Community : Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards : Enjoy competitive Total Rewards covering wellness, work / life balance, and more, including a generous referral scheme.

Caring for Wellbeing : Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team : Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

Quadient is an Equal Employment Opportunity Employer

We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

This includes being an Affirmative Action Employer in the United States.

People. Connected.

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Salary : $119,100 - $178,700

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Director, Customer Success Operations

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