Director, Customer Success Operations

Dynatron Software•Richardson, TX

42d•$175,000 - $185,000•Remote

About The Position

Dynatron is transforming the automotive service industry with intelligent SaaS solutions that drive measurable results for thousands of dealerships and service departments. Our proprietary analytics and workflow tools empower service leaders to boost profitability, enhance customer satisfaction, and unlock operational excellence. Backed by strong momentum, customer success, and market demand, we’re scaling. And we’re just getting started. The Opportunity We are seeking a strategic, data-driven Director, Customer Success Operations to elevate the performance, scalability, and effectiveness of our Customer Success organization. This is a high-impact role responsible for building the operational backbone that ensures our customers achieve value quickly, consistently, and predictably. You will design and execute the operational strategy that drives retention, expansion, and a best-in-class customer experience. As the owner of CS systems, processes, analytics, and operational excellence, you’ll work closely with leaders across the business to optimize the customer journey and support a high-performing CS team. This is a unique opportunity to build and scale a world-class Customer Success Operations function in a fast-growing SaaS organization redefining the automotive service landscape.

Requirements

Experience: 7+ years in Customer Success Operations, Revenue Operations, or a similar strategic role within a SaaS or B2B technology environment.
Leadership: 3+ years managing or leading operational teams.
Technical Expertise: Hands-on experience with CS platforms (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Salesforce).
Analytical Strength: Demonstrated ability to use data to drive decisions; expertise in building dashboards and reporting.
Strategic Mindset: Proven ability to translate big-picture goals into actionable, scalable operational plans.
Communication: Exceptional communication and presentation skills; ability to influence at all levels of the organization.
Problem-Solving: A proactive, innovative approach to tackling complex operational challenges.

Nice To Haves

Experience in the automotive dealership or fixed operations space
Background with advanced analytics or BI platforms
Prior experience in a customer-facing role (e.g., CSM)
Familiarity with AI-driven customer success tools

Responsibilities

Lead Customer Success Operations: Develop, operationalize, and continuously refine the strategic roadmap for Customer Success programs that drive NRR, Time to Value, and churn reduction.
Optimize the Customer Lifecycle: Design, document, and implement scalable, repeatable processes across onboarding, implementation, adoption, engagement, and renewal.
Own the CS Tech Stack: Manage and optimize the Customer Success platform (e.g., Gainsight, ChurnZero) and CRM (e.g., Salesforce), driving automation, efficiency, and data integrity.
Leverage Data & Analytics: Define and track KPIs, build executive-level dashboards, and deliver actionable, data-driven insights to guide CS leadership and influence business decisions.
Cross-Functional Partnership: Collaborate with Sales, Marketing, Product, and Finance to ensure alignment and deliver a seamless, consistent customer experience.
Team Enablement: Partner with CS leadership to develop training, playbooks, and best practices that enhance team effectiveness and operational rigor.
Forecasting & Planning: Support retention forecasting, capacity planning, and financial modeling to ensure the CS organization scales effectively.
Lead & Develop Talent: Build, mentor, and grow a high-performing CS Operations team rooted in innovation, accountability, and continuous improvement.