Director of customer success strategy & operations

WRITER•New York, NY

9d•Hybrid

About The Position

We're looking for a visionary director of customer success strategy & operations to architect the future of our customer success organization at WRITER. This pivotal role isn't just about strategy; it's about translating bold ideas into a flawless execution engine that delights our enterprise customers and fuels our rapid growth. You'll be the driving force behind optimizing our processes, systems, and insights, ensuring our customer success team operates with unparalleled efficiency and impact as we scale. This is a unique opportunity to shape the operational backbone of a fast-growing, AI-driven leader, directly influencing customer retention, expansion, and overall business success. As an initial team of one, you'll thrive in navigating between high-level strategy, deep data analytics, and hands-on system building. You’ll partner closely with the customer success leadership team, turning their vision into reality by building across various internal systems and collaborating with cross-functional partners to execute complex initiatives from the ground up. The impact of your work will immediately be felt across our entire customer journey. This hybrid role is open to candidates based in our New York City hub. You will report to the head of GTM operations, with a dotted line to the chief customer officer.

Requirements

7+ years of progressive experience in go-to-market operations, ideally within customer success operations, revenue operations, or high-growth management consulting, preferably in the B2B SaaS / AI space
Proven expertise in architecting and optimizing customer lifecycle management, recurring revenue models, and operational workflows for enterprise-level clients
Deep technical proficiency with Salesforce as a source of truth, advanced analytics tools (e.g., Omni, Tableau), spreadsheet modeling (Excel/Google Sheets), and a strong understanding of AI tooling

Responsibilities

Architect and evolve our customer success operational strategy, refining organizational structures, roles, and key performance indicators to ensure scalable, AI-powered excellence for enterprise customers
Drive the design and implementation of innovative, AI-first solutions for customer success operations, optimizing everything from CSM staffing models and resource allocation to customer lifecycle management
Build and maintain the end-to-end operational architecture and data integrity across all customer success systems, ensuring precise forecasting of headcount, capacity, and territory planning
Lead the development and automation of executive-facing dashboards and reporting on critical KPIs like NRR and GRR, transforming raw data into actionable insights for the customer success leadership team
Collaborate extensively with cross-functional partners in revenue operations, GTM systems, analytics, product, and finance to align data, systems, and processes that underpin our customer journey
Serve as a strategic partner to the chief customer officer, orchestrating operational cadences, driving cross-functional initiatives, and managing complex projects with precision and accountability
Translate technological and data-related requests into concrete requirements and solutions, ensuring our customer success teams are equipped with best-in-class tools and infrastructure