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.

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.

Responsibilities

• Manage the day-to-day execution of the Customer Success department
• Build and enforce clear operating rhythms for a remote-first team
• Stay on top of team members constantly and ensure tasks move forward
• Own onboarding process quality and implementation
• Enforce SOPs, scripts, QA standards, and escalation rules
• Track execution against backlog items and make sure projects actually get finished
• Identify blockers, weak performers, process drift, and communication breakdowns early
• Improve visibility across team activity, issues, and accountability
• Run performance management for Customer Success and onboarding team members
• Tighten communication systems so work is not trapped in DMs, vague updates, or duplicated channels
• Make sure sales-to-onboarding-to-Customer Success handoffs are clear and consistent
• Create a culture of truth, speed, ownership, and directness

What working here is like day to day

• Fast-moving and execution-heavy
• Remote-first, with a lot of communication happening asynchronously
• High accountability and high visibility
• You will be expected to inspect details, not just review summaries
• You will need to stay close to managers, team members, customer journey issues, and open implementation work
• Some days will be tactical and hands-on; others will be focused on cadence, quality control, and performance management
• This is a role for someone who likes bringing order to chaos, not someone who wants a slow-moving environment

What success looks like

• 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

Who you are

• 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

This role is not a fit if

• You prefer strategy over execution
• You avoid conflict or hard conversations
• You manage loosely and trust people to “figure it out”
• You need lots of structure above you
• You are more of a relationship-builder than an operator
• You struggle to hold remote teams to a high standard consistently

Benefits

• $150k-$230k/year cash + strong result-based incentives
• Direct mentorship and exposure to founders
• Remote flexibility
• Relocation to Dubai will be supported for proven high performers once operational impact is demonstrated