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 Manager 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.