Director, Customer Success Operations

Own the design and operationalization of the Customer Success retention model, defining key drivers like health scoring and risk identification to improve churn predictability. Lead the shift to digital-first and scaled engagement motions by designing automated customer journeys and optimizing lifecycle orchestration across high-touch and tech-touch segments. Drive the deployment and optimization of a new Customer Success platform, standardizing playbooks and workflows while partnering with Data, IT, and Sales Operations to align CRM and CSP data models. Develop executive dashboards and KPIs for customer health and operational performance, improving forecast accuracy through better data and accountability. Build and lead a high-performing Customer Success Operations team, defining clear roles across operations, analytics, systems, and program management. Establish operating cadences and governance rhythms to translate strategy into scalable processes across onboarding, adoption, risk, and renewal.