Director of Customer Success Operations

Placer.ai

14h•$190,000 - $210,000•Remote

About The Position

Placer.ai is looking for a Director of Customer Success Operations to lead the strategic build-out of our CS operating infrastructure. This is a high-impact, senior individual contributor and team leadership role at the intersection of people, process, and technology. You will own the end-to-end CS tech stack, drive operational excellence across our Customer Success and Account Management motions, and be a force multiplier for a team supporting thousands of customers across Retail, CRE, Hospitality, CPG, Financial Services, and Civic verticals. The ideal candidate brings deep hands-on experience implementing and scaling Planhat, Gong Engage, and Gong Forecasting — and is equally passionate about applying AI to reimagine how CS teams operate, coach, and grow revenue.

Requirements

7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within a B2B SaaS environment
Demonstrated hands-on experience implementing Planhat — including journey configuration, health score design, playbook automation, and reporting build-out
Deep expertise with Gong Engage (sequencing, activity tracking, CS workflow design) and Gong Forecasting (category management, pipeline review cadences)
Strong AI proficiency — including applied experience using AI tools to build CS workflows, automate insights, or enhance team productivity (not theoretical)
Proven ability to translate ambiguous business challenges into structured operational systems
Experience managing and developing junior ops talent
Exceptional analytical skills with fluency in Salesforce, BI tools (e.g., Looker, Tableau), and Excel/Google Sheets

Nice To Haves

Experience in a high-growth SaaS company with complex, multi-segment customer bases
Familiarity with Python, SQL, or scripting languages for data manipulation and workflow automation
Prior experience partnering with RevOps or Sales Ops in a unified GTM operating model
Background in location analytics, data intelligence, or vertical SaaS a plus

Responsibilities

CS Technology & Platform Management
Own the implementation, configuration, and continuous optimization of Planhat as Placer.ai's CS platform of record — including health scoring, journey automation, renewal workflows, and reporting
Lead the end-to-end deployment and adoption of Gong Engage for CS outreach sequencing, and Gong Forecasting to build a reliable, data-driven renewal and expansion forecast
Serve as the internal subject matter expert and administrator across the CS tech stack, driving integration between Planhat, Gong, Salesforce, and downstream BI tools
Evaluate, pilot, and recommend new tooling as the team scales, with a bias toward AI-native solutions
AI-Powered CS Operations
Develop and deploy AI-driven workflows across the CS lifecycle — including churn prediction models, automated health score triggers, AI-assisted QBR preparation, and sentiment analysis from customer interactions
Partner with Sales Ops and RevOps to build LLM-powered tools that enhance rep productivity, surface risk earlier, and reduce manual reporting overhead
Champion a culture of AI experimentation — testing, measuring, and scaling what works across the CS and AM org
Stay current on emerging AI tooling relevant to CS operations and translate emerging capabilities into practical use cases
Revenue Operations Alignment
Build and maintain a unified CS operating model aligned to NRR, GRR, churn, and expansion KPIs
Partner with AM and CS leadership to design and enforce rep accountability frameworks, including leading indicator tracking (touchpoints, QBR completion, time-to-value) alongside lagging metrics
Own CS forecasting cadences in partnership with Gong Forecasting — ensuring pipeline hygiene, renewal accuracy, and expansion visibility for leadership
Design and deliver reporting dashboards for CS leadership, executive team, and board-level consumption
Process Design & Enablement
Define and document CS playbooks, onboarding workflows, escalation frameworks, and handoff processes between New Business and Account Management
Partner with Enablement on tooling adoption programs that drive measurable rep behavior change
Build scalable, repeatable processes that reduce operational drag and free CS reps to focus on customers
Team & Cross-Functional Leadership
Lead, mentor, and grow a CS Ops team, including analysts and systems administrators
Serve as the primary CS Ops partner to CS and AM leadership, RevOps, Sales Ops, and Finance
Contribute to headcount planning, territory design, and comp structure in partnership with CS leadership