Director, Customer Success Operations

Tekmetric
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Leadership","Communication","Analytical thinking","Systems thinking","Process improvement"]

Lead the operational engine behind a ~70-person customer onboarding and professional services org. Own CS operations end-to-end: metrics and reporting, analytics insights, internal enablement/training, and the onboarding workflow from AE-to-COM through graduation. Drive adoption and optimization of Vitally, Salesforce, and Gong, eliminate manual processes with SOPs and automations, and partner cross-functionally to ensure continuity between onboarding and retention motions.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Tekmetric
Tekmetric
1 day ago

Director, Customer Success Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead the operational engine behind a ~70-person customer onboarding and professional services org. Own CS operations end-to-end: metrics and reporting, analytics insights, internal enablement/training, and the onboarding workflow from AE-to-COM through graduation. Drive adoption and optimization of Vitally, Salesforce, and Gong, eliminate manual processes with SOPs and automations, and partner cross-functionally to ensure continuity between onboarding and retention motions.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Build and lead a CS Operations team over time, starting with planned hires for Enablement Manager and Data Analyst
  • •Own onboarding org metrics and reporting (e.g., kickoff completion rate, CSAT, early-churn indicators) and provide actionable recommendations
  • •Design and run internal training programs for COMs and managers, then transition ownership to a dedicated enablement hire
  • •Own onboarding workflow operations from AE-to-COM handoff through hypercare to CS graduation handoff
  • •Drive adoption and optimization of the CS tech stack (primarily Vitally, Salesforce, Gong) and eliminate manual processes via playbooks, automations, and SOPs
Travel: Low travel

Pay and Benefits

Perks:Remote WorkPaid LeaveHealth InsuranceDentalVision401kParental LeaveHome OfficeLearning BudgetWellness Stipend

Key Requirements

  • •6+ years in customer success operations, revenue operations, or a related field, ideally in B2B SaaS
  • •3+ years managing or leading teams
  • •Strong analytical skills: pulling data, building dashboards, and turning numbers into decisions
  • •Experience designing or owning internal enablement or training programs
  • •Comfort doing IC work first and building the team over time
Experience:6+ yearsB2B SaaS
Skills:LeadershipCommunicationAnalytical thinkingSystems thinkingProcess improvement
Languages:English
Tech Stack:VitallySalesforceGongDashboardsOKR

Company Brief

Tekmetric
Provides cloud-based shop management software for automotive repair businesses, offering workflow management, estimating, parts and inventory, customer communications, integrations, and analytics to streamline operations and improve shop efficiency.
Industry: Automotive
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Lehi, United States
Founded: 2016
WebsiteLinkedIn