Director, Customer Success Operations
$180,000–$220,000 year
RemoteUnited States or New York City, New York, United States
Job Summary
Build out and operationalize the Customer Success Operations function in the US, transitioning it from an early-stage foundation to a mature, scalable operating model. Define and embed project management and customer engagement best practices across the team, including targeted coaching for priority projects. Design and maintain project tracking and reporting infrastructure that surfaces status, risks, and value delivery to leadership, from team rituals to global executive dashboards. Set standards for team configuration, resource allocation, and contract review processes with Product and Engineering. Establish onboarding and continuous learning systems while tracking sustainability signals to proactively manage burnout risk. Define the strategy for this new function and influence global operations as a senior member of the team in the largest market.
Required Qualifications
- 8+ years of project management experience
- Direct experience supporting or managing enterprise software deployments or large scale transformation programs
- Track record of building or substantially redesigning project management standards, rituals, or PMO functions
- Comfortable working at multiple altitudes: defining strategy and methodology one day, sitting alongside a project team to unblock execution the next
- Strong communication skills, with the ability to translate complex project status, risks and trade-offs into clear narratives for senior leadership and customers alike
- Comfortable with data and tooling - able to design and stand up reporting, dashboards and tracking systems, and confident working with project management tools (e.g., Fibery, Jira, Asana or similar)
Desired Qualifications
- Experience within infrastructure, and specifically the energy sector
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