Director of Customer Success Operations

Description

DealHub is a leading business application company, helping fast-growing SaaS organizations scale their quote-to-revenue processes.

We're looking for a Director of Customer Success Operations to own and scale our post-sales operating engine . This is a pure CS Operations role - focused on process, systems, data, and execution.

You will not manage customer accounts and this is not a Revenue Operations position.

You'll partner closely with CS leadership to translate strategy into scalable workflows, tooling, metrics, and automation for our Customer Success and Support teams.

Key Responsibilities

• Own the end-to-end post-sales operating model (onboarding, adoption, support, renewals).
• Build, standardize, and enforce CS playbooks, processes, and SLAs .
• Own customer health scoring, churn risk signals, renewal forecasting , and CS dashboards.
• Work hands-on with the CS tech stack (Salesforce + CS tools such as Totango / Gainsight / Gong).
• Implement automation and AI-driven workflows to improve efficiency and scale.
• Ensure process compliance, data quality, and consistent execution across CS and Support.
• Drive continuous improvements in retention, CSAT, productivity, and cost-to-serve .

Requirements

• 4+ years in a dedicated Customer Success Operations Manager role in a B2B SaaS company.
• Proven experience building CS processes, health frameworks, playbooks, and operational reporting .
• Strong hands-on experience with Salesforce and Customer Success platforms.
• Highly analytical, process-driven, and comfortable building systems from scratch.
• Experience partnering with CS leadership and Finance on renewals and churn.
• Excellent English (written and verbal).
• Bachelor's degree in Industrial Engineering & Management or similar.