Director of Customer Success Operations

DealHub is a leading business application company, helping fast-growing SaaS organizations scale their quote-to-revenue processes. We’re looking for a Director of Customer Success Operations to own and scale our post-sales operating engine . This is a pure CS Operations role —focused on process, systems, data, and execution. You will not manage customer accounts and this is not a Revenue Operations position. You’ll partner closely with CS leadership to translate strategy into scalable workflows, tooling, metrics, and automation for our Customer Success and Support teams. Key Responsibilities • Own the end-to-end post-sales operating model (onboarding, adoption, support, renewals). • Build, standardize, and enforce CS playbooks, processes, and SLAs . • Own customer health scoring, churn risk signals, renewal forecasting , and CS dashboards. • Work hands-on with the CS tech stack (Salesforce + CS tools such as Totango / Gainsight / Gong). • Implement automation and AI-driven workflows to improve efficiency and scale. • Ensure process compliance, data quality, and consistent execution across CS and Support. • Drive continuous improvements in retention, CSAT, productivity, and cost-to-serve .

Requirements: • 4+ years in a dedicated Customer Success Operations Manager role in a B2B SaaS company. • Proven experience building CS processes, health frameworks, playbooks, and operational reporting . • Strong hands-on experience with Salesforce and Customer Success platforms. • Highly analytical, process-driven, and comfortable building systems from scratch. • Experience partnering with CS leadership and Finance on renewals and churn. • Excellent English (written and verbal). • Bachelor’s degree in Industrial Engineering & Management or similar.