Director, Customer Success Operations, Digital

Based in:             Boston / East Coast USA

Reporting to:     SVP Global Customer Success, Digital  

Your role in our Future

The Director of Customer Success Operations will play a crucial role in empowering the Customer Success organization by providing insights and data-driven analysis that supports strategic decision-making. This role focuses on delivering metrics, reports, and insights to the Center of Excellence (COE) leaders within Customer Success, helping them drive effective strategies, improve customer engagement, and measure success against key performance indicators. The Director will also be responsible for tracking and analyzing project and customer profitability metrics to optimize resource allocation and identify opportunities for growth.

What you will do

Data Analysis & Reporting  

• In partnership with RevOps, collect, analyze, and interpret key Customer Success metrics, including Net Revenue Retention (NRR), churn, upsell, customer satisfaction, and project/customer profitability. 
• Develop and maintain real-time dashboards, reporting systems, and performance metrics that provide insights to COE leaders, enabling data-driven decisions. 
• Identify trends, risks, and opportunities through data analysis to guide strategic initiatives across Customer Success. 

Project and Customer Profitability  

• Establish metrics and reporting processes to measure profitability at the project and customer level. 
• Analyze resource allocation, revenue, and cost data to provide COE leaders with insights into high-value and high-cost projects and customer accounts. 
• Work with Finance and Customer Success teams to refine profitability metrics and drive strategies that enhance customer value while maintaining cost-effectiveness.

Support for COE Leaders 

• Serve as a strategic partner to COE leaders by delivering insights and metrics that support the optimization of customer engagement, retention, and profitability. 
• Collaborate with COE leaders to align reporting and analysis efforts with their goals and priorities, enabling focused, impactful strategies. 

Process Optimization 

• Identify opportunities to improve the efficiency of data collection, reporting, and analysis processes. 
• Implement scalable solutions that reduce manual work, enhance data accuracy, and support the evolving needs of the Customer Success team. 

Collaboration Across Functions 

• Work cross-functionally with Finance, Sales, and Product teams to ensure data accuracy, alignment of metrics, and support for company-wide initiatives. 
• Partner with Revenue Operations and Analytics teams to leverage resources and ensure the integrity of customer data across systems.

Your profile

• 5+ years of proven experience in a business operations or revenue operations role within a dynamic professional services or consultancy organisation or B2B software vendor.
• Demonstrated ability to collaborate cross functionally with a broad spectrum of stakeholders in a complex, matrixed organisation including Customer Success, Professional Services and Finance teams.
• A change agent with a strategic, constant improvement mindset
• Outstanding communication and influencing skills coupled with cultural sensitivity
• High level of expertise with excel and Power Bi
• Highly analytical and data driven mindset with the ability to operate in a complex data analysis environment, drawing data from a variety of systems and sources to provide meaningful, actionable insights.
• Solutions oriented with the ability to identify efficiencies, simplifying and streamlining processes