Director of Customer Success Operations
About The Position
Securly is looking for a Director, Customer Success Operations to lead the systems, processes, and people behind our entire post-sale customer journey. You'll lead our CS Ops and Renewals function - a CS Ops Manager, a CS Ops Specialist, and a team of Renewals Specialists - and own Vitally, our Customer Success platform, as the operational backbone of the business. This is a builder's role. Vitally has been live for about a year, and the next chapter is yours to write: deepening adoption, sharpening health scoring, automating renewals workflows, and turning good instincts into a repeatable, data-driven system that scales. You'll be the operational thought partner to CS executives - using data and process design to make sure customer growth and success directly fuel Securly's growth.
Requirements
- 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team - this is a leadership track record, not an individual-contributor background, with proven experience scaling CS tools, systems, and AI
- Real examples of scaling a CS Ops function - taking a team, process, or system from early-stage to measurably better performance, with strong examples of building tools, systems, and process, and applying AI
- Hands-on experience building tech, systems, and automation - you've architected workflows, integrations, or automation inside a CS platform (Vitally, Gainsight, Totango, ChurnZero, or similar) and a CRM like Salesforce or HubSpot, not just used tools someone else set up
- Applied experience with Agentic AI and automation - you've actually built or implemented AI-driven workflows (like automated health scoring or renewals triage), not just explored the space
- A track record of building and coaching a team, with strong data analytics skills and fluency in core SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT)
- Strong project management skills and the ability to manage multiple cross-functional initiatives at once
Nice To Haves
- Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus
Responsibilities
- Lead the team: Hire, coach, and manage a team of a CS Ops Manager, a CS Ops Specialist, and Renewals Specialists - setting clear goals and holding the team accountable to them
- Structure team capacity and coverage to match renewal volume and customer segmentation
- Build a real growth path for your team, from onboarding through career development
- Own the process: Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey
- Own the end-to-end renewal process - timely, accurate, and built to minimize churn
- Design and run a programmatic renewals process suited to a high-volume, complex customer base
- Turn data into decisions: Own customer health scoring, tracking, and measurement across the install base
- Define and build the dashboards CS and executive leadership use to manage the business
- Surface customer insights to Product, Support, and Sales to drive real improvements
- Build the tech stack: Serve as the internal owner of Vitally - driving adoption, configuration, and continuous optimization
- Identify, build, and implement Agentic AI and automation that genuinely moves the needle on CS Ops and renewals outcomes
- Manage the broader tech stack, including integrations with Salesforce and other GTM systems
Benefits
- Competitive salary up to $165K with performance incentives
- Medical, dental, and vision coverage
- 401(k) with employer match
- 12 weeks of fully paid parental leave
- Unlimited PTO, paid holidays, and a paid one-week year-end shutdown
- $1,000 annual professional development stipend
- Free mental health resources and Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
