Sr. Dir Customer Success Ops & Analytics
About The Position
The Senior Director, CS Operations & Analytics serves as a strategic operator supporting the Head of Customer Success and the broader Customer Success organization. This role is responsible for performance analytics, operational insights, pricing and profitability support, retention analysis, predictive insights, and operational efficiency across Customer Care, Partner Care, Partner Onboarding, and Partner Success. This position focuses on translating strategy into data-driven insights and actionable plans—ensuring Customer Success delivers measurable impact on revenue growth, retention, cost optimization, and customer lifetime value while scaling efficiently and predictably.
Requirements
- Bachelor's degree required; advanced degree or relevant certifications preferred.
- 10 years of experience in Customer Success, Strategy, Finance, Payments/Fintech, or Consulting.
- Demonstrated expertise in performance analytics, pricing strategy, revenue management, and operating model optimization.
- Strong analytical background with experience in performance measurement, business insights, pricing, profitability, financial modeling and unit economics concepts.
- Ability to operate effectively in a fast-paced, cross-functional environment.
- Strong written and verbal communication skills with comfort presenting to senior leaders.
Nice To Haves
- Experience with payments, fintech, or technology-enabled services.
- Proficiency with analytics and BI tools (Tableau, Power BI, Salesforce).
- Experience supporting program management and operational initiatives.
Responsibilities
- Partner closely with the Head of Customer Success to support strategic planning, execution tracking, and performance reporting.
- Build and maintain Customer Success dashboards, KPIs, and scorecards across all CS functions.
- Perform analytics related to retention, churn drivers, onboarding performance, service demand, and customer lifetime value.
- Support pricing and profitability governance by preparing analysis, monitoring exceptions, and tracking margin impacts.
- Partner with Finance, Product, and Sales to optimize unit economics, margin performance, and service monetization.
- Design and lead customer success retention strategy grounded in lifecycle analytics and segmentation.
- Analyze customer acquisition cost and cost-to-serve trends; surface opportunities for efficiency improvements.
- Identify opportunities for automation, tooling improvements, and process redesign to improve efficiency and scalability.
- Lead cross-functional initiatives and strategic programs from concept through execution.
- Establish operating rhythms, and accountability frameworks across Customer Success.
Benefits
- Bonus programs
- 401(k) match
- Employee Stock Purchase Program (ESPP)
- HSA and FSA options
- Financial wellness resources and employee discount programs
- Medical, dental, and vision coverage
- Mental health support for employees and dependents through Lyra Health
- Family planning and women’s health benefits through Carrot
- Gym membership reimbursement and virtual wellness programs (including yoga)
- 3 weeks PTO to start, with unlimited PTO after year one
- Education expense reimbursement
- Leadership development programs
- Certified Payments Professional (CPP) certification support
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
1,001-5,000 employees
