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 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.