# Director of Customer Success Operations

**Company**: AI Acquisition
**Location**: Australia
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $150k-$230k/year
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q137175740

**Apply**: https://jobs.workable.com/view/1GfFRGzgopUgKYNRcGqhuM/remote-director-of-customer-success-operations-in-australia-at-ai-acquisition?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_525848c6-e1c

## Description

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

## Skills

### Required
- Customer Success
- Onboarding
- Implementation
- Operations leadership
- CRM
- Automation
- Workflow-heavy teams

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/1GfFRGzgopUgKYNRcGqhuM/remote-director-of-customer-success-operations-in-australia-at-ai-acquisition?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)