Director of Customer Success Operations

• The Director of Customer Success is responsible for building, scaling, and operationalizing the systems, processes, and insights that power our Customer Success organization
• This role translates strategy into execution — ensuring consistency, visibility, and accountability across the full post-sales customer lifecycle, from Sales handoff through Implementation, Adoption, Customer Management, Renewal, and Growth
• You will serve as the strategic operational backbone of CS, enabling CSMs and CS Leaders to focus on customers while you own tooling, analytics, process design, and continuous improvement
• Customer Success Operations & Scale
• Own and evolve the end-to-end CS operating model, including implementation, onboarding, training, adoption, QBRs, renewals, and expansion readiness
• Design and document scalable CS processes, playbooks, and standard operating procedures
• Ensure consistent execution across accounts while allowing flexibility for enterprise complexity
• Systems, Tools & Data
• Own CS systems and tooling including CRM, reporting, health scoring, surveys, and workflow automation
• Partner with RevOps and Sales to ensure clean data flows across Sales → CS → Finance
• Define and maintain customer health frameworks, success plans, and lifecycle milestones
• Build dashboards and reporting for executives and CS leadership covering health, risk, retention, adoption, and outcomes
• Metrics, Insights & Forecasting
• Establish and track core CS KPIs and OKRs including retention, renewal readiness, adoption, sentiment, and expansion signals — at both the team and individual CSM level
• Support renewal forecasting and risk identification in partnership with CS leadership
• Analyze trends in customer behavior and surface actionable insights to improve outcomes
• Cross-Functional Alignment
• Partner with Client Solutions and Implementation to operationalize clean implementation-to-CS handoffs and go-live readiness
• Collaborate with Sales and RevOps on account segmentation, capacity planning, and renewal motions
• Work with Product to close feedback loops between customer insights and roadmap priorities
• Enablement & Change Management
• Enable CSMs and CS Leaders through onboarding, training, documentation, and process clarity
• Drive adoption of CS tools and workflows and identify and remove friction
• Lead change management as CS evolves with company growth
• What Success Looks Like (6–12 Months)
• CS processes are documented, repeatable, and consistently executed
• Leadership has clear visibility into customer health, risk, and renewals
• CSMs spend more time with customers and less time on manual reporting
• Renewals are proactive, predictable, and well-forecasted
• CS is viewed internally as a disciplined, data-driven, and scalable function

Benefits

• Participate in Our Success - Selector offers competitive equity packages that allow employees to participate in the company’s success
• Healthcare - Along with comprehensive dental, vision, and health benefits, Selector employees also have optional participation in flexible spending and health savings account programs
• Flexibility - Taking time off keeps our team members fresh and engaged. We offer unlimited PTO in most geographies
• Retirement Benefits - Employees are eligible to participate in the company’s 401K and Roth 401K plans
• Insurance - Selector provides basic life insurance, an optional supplemental Life & AD&D insurance plan, and short and long-term disability benefits
• A Hybrid Work Environment - At Selector, our team members can combine in-office and remote work to meet their unique requirements. We also offer entirely remote positions

• Background supporting renewal and expansion motions in enterprise accounts is a plus
• Experience partnering with technical implementation or professional services teams
• 8–12+ years of experience in Customer Success, CS Operations, RevOps, or related roles
• Strong analytical mindset with hands-on experience building dashboards, KPIs, and forecasting models
• Comfortable operating in ambiguity and building structure from the ground up
• Proven experience scaling CS operations in a B2B SaaS or enterprise technology environment
• Experience in AI, infrastructure, networking, or highly technical enterprise products is a plus
• Excellent communicator who can translate between executives, operators, and frontline teams
• Experience with Gainsight, Salesforce, Jira, or similar CS/RevOps tooling is a plus