Director of Customer Success Operations - Remote

Overview

The Director of Customer Success Operations will lead the operational strategy and execution for our global Customer Success organization at One Identity, focusing on driving efficiency and performance through data-driven insights and process optimization.

In Short

• Lead the operational strategy for Customer Success.
• Develop KPIs and reporting to track performance.
• Design scalable processes across the customer lifecycle.
• Own and optimize the Customer Success tech stack.
• Analyze customer data for trends and opportunities.
• Develop training programs for Customer Success teams.
• Collaborate with other departments on customer-centric initiatives.
• Support strategic projects related to customer experience.
• Ensure best practices are adopted across the team.
• Act as a liaison between Customer Success and other departments.

Requirements

• 8+ years in Customer Success or Operations, with 3+ years in leadership.
• Experience in scaling CS operations in a SaaS environment.
• Strong analytical skills with tools like Excel and SQL.
• Excellent communication and stakeholder management skills.
• Strategic thinker with a passion for customer success.

Benefits

• Collaborate with dedicated professionals.
• Opportunity to create innovative solutions.
• Positive and meaningful relationships within the team.
• Focus on health and wellness of team members.
• Career development programs available.