Director of Customer Success Operations
- Compensation
- Not disclosed
- Location
- Santa Clara, California, United States
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 12+ years
- Category
- Customer success
- Posted
Skills
Must have
- 8–12+ years of experience in Customer Success, CS Operations, RevOps, or related roles.
- Proven experience scaling CS operations in a B2B SaaS or enterprise technology environment.
- Strong analytical mindset with hands-on experience building dashboards, KPIs, and forecasting models.
- Experience partnering with technical implementation or professional services teams.
- Excellent communicator who can translate between executives, operators, and frontline teams.
- Comfortable operating in ambiguity and building structure from the ground up.
- Experience in AI, infrastructure, networking, or highly technical enterprise products is a plus.
- Experience with Gainsight, Salesforce, Jira, or similar CS/RevOps tooling is a plus.
- Background supporting renewal and expansion motions in enterprise accounts is a plus.
Full description
About Us
Selector is building an operational intelligence platform for digital infrastructure. By adopting an AI/ML-based analytics approach, the platform provides actionable multi-dimensional insights to network, cloud, and application operators. It enables operations teams to meet their KPIs through seamless collaboration, search-driven conversational user experience, and automated data engineering pipelines.
Our solutions are used by leading Telecoms, Media Providers, Retail, and Professional Sports organizations across the world. Our novel approach and rapidly expanding footprint put us in the unique position for continued growth to become a category leader. To fuel our growth, we are seeking passionate, high-energy, results-oriented individuals to join our team.
Our mission is to deliver world-class solutions on behalf of the large enterprise. Supported by leading investors, Selector is uniquely positioned to deliver a world-class solution to address large enterprise requirements across the globe.
Selector offers a discretionary PTO policy, health insurance, 401k, the opportunity for a bonus, and more.
Why This Role Matters
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.
Responsibilities
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.