Director, Customer Success Operations (Sales Operations)

Semrush•Boston, MA

1d•Remote

About The Position

The Sales team is at the forefront of empowering businesses to achieve online visibility and digital marketing success. Through our selling approach and world-class enablement programs, we equip our team with the tools, resources, and training. This is how we keep delivering meaningful results for our customers. Joining the Sales team also means: Fast forward and continuous career growth: the highest rate of promotions within the organization A team spread across 40+ locations around the globe Offline and online bootcamps as part of our onboarding process President’s club—an opportunity to celebrate exceptional results and reward top performers in high-class vacation destination Quota attainment has been recognized as higher than market average, according to RepVue Uncapped commissions. We’re looking for a Director of Customer Success Operations to bring structure, clarity, and insight to our Customer Success organization. This role reports directly to the VP of Revenue Operations and will serve as a key partner in shaping how the CS function operates and scales. This is a hands-on leadership role for someone who understands what strong looks like from experience and is equally comfortable building toward it. You will define the operational framework, establish the right rhythms and KPIs, and ensure the organization has the visibility and discipline needed to perform at a high level. This is an opportunity to define and shape the operational backbone of the Customer Success organization while partnering closely with executive leadership. The role has a direct impact on customer outcomes, retention, and long-term growth.

Requirements

Operator Mindset Clear point of view on what effective Customer Success organizations look like and how to build toward that standard
Comfortable operating at both the strategic and execution level
Ability to bring structure and direction to evolving environments
Analytical and Technical Strength
Hands-on experience with CRM systems such as Salesforce and Microsoft Dynamics
Experience with Customer Success platforms such as Gainsight or Totango
Strong reporting and analytics experience, including Tableau
Ability to turn data into clear narratives that drive decisions
Business Partnership
Strong communicator with the ability to influence senior stakeholders
Comfortable with challenging assumptions and driving alignment across teams
High level of ownership and accountability
Builder Mentality
Willing to be hands-on and execute where needed
Thrives in environments where not everything is fully defined
Balances speed with building durable, scalable solutions
5-7 years of experience in Operations, Revenue Operations, or Customer Success Operations, with a meaningful portion of that time directly supporting Customer Success or post-sale functions
Experience operating at a Director level or equivalent scope, with ownership over planning, performance, and cross-functional initiatives
Track record of building or significantly maturing Customer Success operational frameworks, not just maintaining existing systems
Experience in B2B SaaS or a recurring revenue business model, ideally in a scaling environment
Demonstrated ability to partner with senior leadership and influence decisions that impact company performance

Responsibilities

Build the Operational Foundation, Operating Cadence, and KPIs
Design and implement a scalable Customer Success operating model, including segmentation, coverage, and engagement strategy
Create standard operating procedures that drive consistency and quality
Build and run a consistent operating cadence across the CS organization, including weekly, monthly, and quarterly rhythms
Define, refine, and operationalize key performance indicators such as retention, churn, expansion, and product adoption
Ensure metrics are clearly understood and tied to team behaviors and outcomes
Drive Insight and Performance
Develop dashboards, reporting, and forecasting frameworks that support decision-making
Translate data into clear, actionable insights for CS leadership and executive stakeholders
Identify opportunities to improve efficiency, productivity, and customer outcomes
Strategic Business Partnership
Act as a trusted advisor to Customer Success leadership
Support planning cycles, including annual planning, capacity modeling, and account segmentation
Bring structure and clarity to ambiguous problems and drive alignment across stakeholders
Systems and Tools Design
Partner with IT to optimize the CS tech stack, including CRM and customer success platforms
Ensure data integrity and consistency across systems that support the customer journey
Evaluate and implement tools as the organization scales
Cross-Functional Alignment & Teambuilding
Work closely with Sales, Product, Marketing, and Finance to ensure a seamless customer experience
Align on handoffs, shared metrics, and revenue goals
Help connect strategy to execution across teams
Hire and develop Customer Success Operations talent over time
Foster a culture of accountability, curiosity, and continuous improvement