Director of Customer Operations

Thoughtspot • Atlanta, GA

305d

About The Position

We are seeking a dynamic and experienced Director of Customer Operations to join our growing team and play a pivotal role in optimizing our customer success function. As the Director of Customer Operations, you will be responsible for designing and implementing processes, tools, and strategies to ensure exceptional customer experiences and long-term satisfaction. In this role you will be deeply involved in the Customer Success and Professional Services teams and will serve as the right-hand person for CS and PS leadership.

Requirements

• Bachelor's or Master's degree in Business, Marketing, or a related field. An MBA is a plus.
• Minimum of 8 years of experience in customer success operations or customer success leadership roles, preferably in the SaaS enterprise space.
• Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
• Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
• Demonstrated experience in leading and executing projects from inception to completion, with a focus on process optimization and efficiency.
• A customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
• Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
• Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.

Responsibilities

• Work with Customer Success and Professional Services Leadership to develop and execute the overall customer success strategy, aligning it with the company's vision and goals to drive customer retention, expansion, and advocacy.
• Define key performance metrics and targets, create reports and dashboards to derive insights into the health of the business, identify areas of weakness, and present improvement recommendations to CS leadership.
• Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, adoption, and ongoing support.
• Utilize data analytics to gain insights into customer behavior and success metrics, providing actionable recommendations for continuous improvement.
• Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization.
• Evaluate, implement, and manage customer success tools and systems to enhance team productivity and ensure effective customer communication and tracking.
• Collaborate with Customer Success Managers (CSMs) and other stakeholders to equip them with the necessary training, resources, and best practices to deliver exceptional customer experiences.
• Partner with sales, marketing, product, and engineering teams to ensure alignment on customer needs and foster a customer-centric culture across the organization.
• Develop mechanisms to gather customer feedback and insights, leveraging customer success stories and references to drive customer advocacy.
• Define and track key customer health indicators to proactively identify at-risk customers and implement strategies for retention and upselling.
• Stay updated with industry trends and best practices, driving a culture of continuous improvement and innovation within the customer success function.
• Orchestrate the design and implementation of all aspects of the Go-To-Market plan under the annual planning cycle.
• Play a strong role in All Hands deck creations, Operations reviews, QBR preps, Board material prep and general executive reporting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries
• Education Level: Bachelor's degree