Customer Success Operations Director

Job Overview

The Director of Customer Success & Renewal Operations will be responsible for designing and managing the operating architecture, governance, risk management, commercial policies, and adoption infrastructure for the customer success and renewal functions. This role will also involve leading change management efforts to align teams with new accountability structures.

Responsibilities

• Design CS & Renewals operating model and handoffs
• Standardize churn and renewal reviews
• Implement risk framework and EW system
• Rollout multi-year contracts and auto-renewals
• Create onboarding journeys and data-driven adoption strategies

Required Skills & Qualifications

• 14+ years in CS Ops, Revenue Ops, or Strategy
• 10+ years in Rev Ops/CS Ops at a SaaS company
• 4+ years in a leadership role at a $500M+ ARR SaaS
• Execution excellence in building systems and reports
• Strong cross-functional influence and analytical maturity