Director of Customer Success Operations

Summary

Join Culture Amp as the Director of Customer Success Operations and strategically partner with senior customer leaders to enhance customer engagement. You will co-own the strategic roadmap for Customer Success, encompassing people, process, and technology. Responsibilities include operational support for the CS coverage model, administration of productivity platforms, and driving cross-functional transformation initiatives. You will develop and grow a world-class team of business partners, focusing on increased CSAT, reduced churn, and expanded client revenue. The ideal candidate possesses 7+ years of experience in leading sales and/or customer success operations, preferably in SaaS, and a proven track record of successful strategy implementation. A Bachelor's degree in Business or a related field is required.

Requirements

• 7+ years of experience in leading sales and/or customer success operations, preferably in the SaaS or technology industry
• Proven track record of developing and implementing successful sales/customer success operations strategies
• Expertise in sales/customer success automation and technology solutions
• Advanced understanding of customer data, structures, measurement, retention and churn insights, analytics advertising tools, salestech, and CStech
• Excellent at improving workflow and processes for customer pipeline funnel for win rate optimisation
• Hands on experience with reporting, analyzing and optimizing customer account planning at scale
• Sales and Customer Success expertise in sales funnel tools like Gong, Outreach, 6Sense, Salesforce / Salesforce Marketing cloud, Vitally & Intercom and other standard revenue sales software
• Practical experience with BI platforms (e.g. Tableau, Power BI, Looker)
• Excellent communication and presentation skills with the ability to influence and persuade stakeholders
• Proven leadership and team management skills
• Bachelor's degree in Business, or a related field

Responsibilities

• Co-own the strategic roadmap for Customer Success people, process, and technology, with our SVP Customer Experience, VP Revenue Operations, VPs of Customer Experience, and CRO
• Own all operational support for CS coverage model, account assignments, and targets/quotas
• Own administration and optimization of productivity platforms used by Customer Success, in partnership with GTM Systems
• Drive cross-functional transformation initiatives to improve CSAT/churn/expansion, including programmatic efforts to make CS more efficient and effective using advanced analytics and AI
• Develop and grow a world-class team of business partners

Preferred Qualifications

• 8+ years of experience in GTM operations, revenue operations, or a related consulting field
• Strong experience as a team leader in culture-first companies
• Exceptional written and verbal communication skills
• Excellent business acumen
• Ability to influence executive decision makers through compelling, well-researched proposals and business cases
• Proficient technical depth with key Customer Success productivity applications
• Very strong track record of working successfully with business partners to scope and deliver business-critical applications
• Evident success in landing complex transformations that have a big impact on the business!

Benefits

• Flexible working hours
• 14 weeks parental leave at full pay for primary carers and 4 weeks for secondary carers
• MacBooks for all!
• Shares - it’s important to us that everyone is an owner and can share in our success
• Fun and inclusive digital, and (in the future) in-person events
• Health Benefits
• Equity
• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only)