Director, Client Success Operations
About The Position
VELOX is an award-winning, ROI-focused digital marketing agency. We specialize in strategy, organic search, paid media, technical SEO, content, and advanced revenue modeling. We are looking for a Director of Client Success Operations to build and optimize the systems that drive client retention, adoption, and expansion. This is not a traditional client services leadership role focused on relationship management. This role is responsible for improving processes, data, technology, and cross-functional alignment to enable our Client Success team to perform at a high level. You will work across teams to ensure we operate efficiently, proactively identify opportunities and risks within our client base, and consistently deliver measurable outcomes. The ideal candidate has a strong analytical mindset, a deep understanding of operations, and a passion for building scalable systems in a fast-paced environment.
Requirements
- 7+ years of experience in operations, customer success operations, revenue operations, or similar role
- Strong experience working with data, reporting, and performance analytics
- Proven ability to build and scale processes and operational systems
- Experience working cross-functionally across multiple teams
- Strong problem-solving and analytical skills
- Exceptional communication and organizational skills
Nice To Haves
- Background in digital marketing, SaaS, or technology-enabled services preferred
Responsibilities
- Own and optimize the operational infrastructure that supports the Client Success team
- Develop and implement client lifecycle frameworks across onboarding, delivery, and renewals
- Build and maintain client health scoring, retention tracking, and expansion visibility
- Identify inefficiencies in current workflows and implement scalable solutions
- Partner with leadership across Client Success, Sales, Paid Media, SEO, Content, and Engineering to improve alignment
- Improve reporting, dashboards, and data visibility across all client accounts
- Establish and standardize processes that improve consistency and performance across the CS team
- Support the ongoing development and utilization of ALTIERA and internal data systems
- Create operational playbooks and frameworks that enable the team to perform at a higher level
Benefits
- Top-Tier Competitive Compensation
- Health, Dental, and Vision Insurance (Company Matched)
- Generous 401(k) (Company Matched)
- Life Insurance (Company Paid)
- 3 Weeks of Paid Vacation and 12 Paid Holidays
- Empowered Work Schedules
- Private Downtown Parking (Company Paid)
- Walking Distance to Greenbelt and BoDo
- On-Site Gym and Complimentary Personal Training (Weekly)
- Team Building Events, Catered Lunches, and Numerous Company Parties
- Kombucha On Tap!
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
1-10 employees
