Director, Services & Customer Success Operations

Director, Services & Customer Success Operations

Department: Revenue Operations

Employment Type: Full Time

Location: Remote

Reporting To: VP Operations

Compensation: $165,000 - $195,000 / year

Description

Coursedog is looking for a Customer Services & Success Operations leader to ensure that our customer-facing teams have the tools, frameworks, and insights necessary to drive customer satisfaction, retention, and growth predictably and efficiently. By crafting best practice processes, implementing and maintaining the tools to systematize these processes, and conducting the data analysis to offer visibility into our execution against them, CS&S Ops enhances both the customer journey and the profitability of the company as a whole. 

This role will work directly with our executive team and broader Customer Success & Services leadership to craft the strategies of our services, success, & support organizations, and is ultimately responsible for bringing them to life; put simply, it will close the gap between strategy & execution as it relates to onboarding, deploying, adopting, and renewing happy customers. 

Responsibilities & Impact

• Process Optimization & Standardization: Identify, implement, and drive improvement on standardized processes across services and success to improve efficiency (effort), time to value, adoption, and ultimately customer health. Partner with Customer Success leadership to own and maintain documentation to these ends.
• Systems & Tools Administration: Manage and optimize the technology stack that we use to run Customer Success, Project Management, Support, & Services teams (PSA, CSM Platform, Ticketing, etc.), ensuring systems are effectively integrated, fully utilized, and aligned with team, company, and customer objectives. Our tools should be a means to bring our processes to life and to provide insight into their strengths and shortcomings.
• Data & Analytics Management: Own the data, reporting, and analytics framework for Customer Success, ensuring that accurate and actionable insights consistently drive decision-making. 
  • Reporting & Dashboards: Develop and manage dashboards for core CS business metrics and performance against goals, specifically on time to value, project profitability, SKU margins, CSAT, on time task completion, and customer health among others. Ideally these equip leaders with the insight necessary to hold their teams accountable in execution of team-specific strategies.
  • Profitability and Efficiency analysis: Analyze profitability and margins within services delivery, identifying areas for improvement and cost efficiency to maximize the impact of customer success operations on overall profitability. Inform services pricing model
  • Capacity & Resource Management: Facilitate resource allocation across the Customer Success organization to establish efficient and optimal coverage and service delivery. Collaborate with leadership to forecast staffing needs, identify capacity gaps, and implement strategies to maximize utilization and productivity in response to evolving customer demands.
• Artifact Maintenance: Design and maintain all project delivery artifacts leveraged by customers and internal resources, including but not limited to project plan templates, task descriptions & instructions, work breakdown structure, intake forms, business process documentation, and templates for project documents, such that they consistently adhere to best practice.
• SOW Controls: Responsible for maintaining Statements of Work (SOWs) in partnership with our GTM organization in order to establish clear expectations for client engagements and standardized scopes necessary for margin-efficient service delivery.
• Customer Health & Adoption: Define and systematize health & adoption metrics, and operationalize processes to improve them.
• Governance & Change Management: Establish and enforce governance policies for customer success processes and workflows by partnering with and equipping team leaders; assist in quality control that validates process & best practice adherence.
• Training & Enablement: Partner with Customer Success leadership to design and deliver training materials that equip team members with vital process knowledge, skills, and tools, particularly in the context of change management but ongoing as well.

What You Bring

Must Have 

• 7+ years of experience in services & success operations in a B2B SaaS environment, with a strong focus on optimizing complex software deployments.
• Hands-on experience in resource allocation and capacity planning to maximize utilization, efficiency, and profitability, including and understanding of project profitability, margins, and services pricing.
• Experience managing and optimizing enterprise-grade Professional Services Automation (PSA) tools like Rocketlane, Certinia, etc., as well as broader customer success and service tech stacks.
• Demonstrated track record designing, implementing, and optimizing processes that enhance service delivery, adoption, and customer health overall.
• Outstanding analytical and quantitative skills; you’re a model and numbers person who leverages data to provide actionable insights.
• Outstanding communication and documentation skills, with experience creating and maintaining artifacts like SOWs, project plans, and templates.
• People & team management experience; you will be a player coach responsible for directly managing resources to help us accomplish these goals, as well as influencing executives and other organizations within the company.

Working at Coursedog

Benefits

• Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents
• Retirement: We offer a 401k plan on day one of your employment.
• Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
• Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access.
• Equity: You’ll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.
• Parental Leave: To help support new parents in the workplace, we offer 6 weeks of paid parental leave.

Diversity, Equity, and Inclusion

Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results.  We draw strength from our range of interests, backgrounds, and perspectives

We strongly encourage applicants from all backgrounds to apply.

All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. On your application, you will be prompted to inform us If you need any accommodation during this process. Apply