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.
You'll be responsible for making sure work actually gets implemented, people stay on track, standards are enforced, and issues don't get buried in Slack, vague updates, or excuses. We want someone who can cut the noise, manage tightly, create clarity, and keep a remote team moving fast.
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
This role is ideal for someone who likes bringing order to chaos, not someone who wants a slow-moving environment. You'll be expected to inspect details, not just review summaries, and stay close to managers, team members, customer journey issues, and open implementation work.
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.