Director of Customer Success Operations

We're hiring a Director of Customer Success Operations to run a remote-first Customer Success department with high accountability. This is not a relationship manager role, nor a pure strategy role, nor a lightweight people-manager role. We need someone who can take ownership of execution across onboarding, Customer Success, communication quality, follow-up, QA, SOP adherence, and team performance.

Key responsibilities include:

• Managing the day-to-day execution of the Customer Success department
• Building and enforcing clear operating rhythms for a remote-first team
• Staying on top of team members constantly and ensuring tasks move forward
• Owning onboarding process quality and implementation
• Enforcing SOPs, scripts, QA standards, and escalation rules
• Tracking execution against backlog items and making sure projects actually get finished
• Identifying blockers, weak performers, process drift, and communication breakdowns early
• Improving visibility across team activity, issues, and accountability
• Running performance management for Customer Success and onboarding team members
• Tightening communication systems so work is not trapped in DMs, vague updates, or duplicated channels
• Making sure sales-to-onboarding-to-Customer Success handoffs are clear and consistent
• Creating a culture of truth, speed, ownership, and directness

Success in this role means:

• Team members are managed tightly and consistently
• Onboarding and Customer Success processes are clearly defined and actually followed
• Scripts, QA, and operational standards are enforced
• Remote team output is visible and measurable
• Problems are surfaced early instead of being hidden
• Backlog priorities get implemented instead of endlessly discussed
• Clients get a more consistent experience with less confusion and fewer preventable issues

Ideal candidate:

• Extremely strong operator with 5+ years in Customer Success, Onboarding, Implementation, or Operations leadership
• Naturally high-accountability
• Comfortable being direct with people
• Able to manage remote teams without losing control
• Strong at enforcing process, not just designing it
• Fast-moving, organized, and hard to bullshit
• Comfortable inspecting details without getting lost in them
• Strong judgment around people, priorities, and execution quality
• Experience managing remote teams directly

Strong pluses:

• Customer Success Operations experience
• Onboarding / implementation leadership experience
• Experience in high-ticket services, consulting, agencies, or done-with-you businesses
• Experience in fast-paced founder-led environments
• Experience with CRM, automation, and workflow-heavy teams
• Experience auditing calls, communication, and handoffs for quality

Salary: $150k-$230k/year cash + strong result-based incentives

Relocation to Dubai will be supported for proven high performers once operational impact is demonstrated