Director, CS and PS Operations

Job description

The Role We’re looking for a strategic and hands-on Director of Customer Operations to scale and modernize our Customer Success and Professional Services functions. This role sits at the center of our post-sales engine, partnering closely with CS and PS leadership to drive operational excellence, predictable growth, and exceptional customer outcomes. You will design the systems, processes, and insights that power the business - leveraging data, automation, and AI to increase team productivity, improve customer visibility, and enable more proactive, personalized engagement at scale. What You’ll Do: Own Customer Operations Strategy: Partner with CS and PS leadership to define and execute a data-driven customer success strategy that improves retention, expansion, and customer lifetime value Build Scalable Systems & Processes : Design and optimize end-to-end customer workflows (onboarding through renewal), incorporating automation and AI-assisted workflows to increase coverage and efficiency Operationalize AI in Post-Sales: Identify and implement AI-powered solutions (e.g., health scoring, risk prediction, next-best action) to enable more proactive and predictive customer management In...