! We are looking for a highly motivated Director of Customers.
What You'll Do:
Strategic & Team Leadership:
Build, lead, and coach a multi-disciplinary team (CSM, Support, and Operations).
Create annual work plans, department budgets, and growth frameworks.
Define OKRs and KPIs for team performance, customer outcomes, and efficiency.
Lead weekly team meetings, one-on-ones, and development plans for team members.
Foster a culture of ownership, agility, and customer impact.
Cross-Department Collaboration:
Serve as the primary bridge between Customers and Product, BI, Sales, and Tech teams.
Participate in leadership meetings, providing insights, forecasts, and action plans to improve the product and customers satisfaction.
Ensure the voice of the customer is reflected in product roadmaps and operational decisions.
Process, Tooling & BI Ownership:
Develop structured workflows for onboarding, QBRs, feedback loops, and escalations.
Own reporting in collaboration with the BI teamcustomer health, support trends, manual ops load, integration processes etc.
Track and present operational and customer metrics to senior leadership.
Customer Lifecycle & Operations:
Design scalable onboarding processes that reduce time-to-value.
Build customer journey playbooks aligned with revenue and retention goals.
Ensure SLAs, incident response, and manual data update processes are executed at the highest standard.
Identify and implement automation initiatives to reduce manual operations.
What You'll Do:
Strategic & Team Leadership:
Build, lead, and coach a multi-disciplinary team (CSM, Support, and Operations).
Create annual work plans, department budgets, and growth frameworks.
Define OKRs and KPIs for team performance, customer outcomes, and efficiency.
Lead weekly team meetings, one-on-ones, and development plans for team members.
Foster a culture of ownership, agility, and customer impact.
Cross-Department Collaboration:
Serve as the primary bridge between Customers and Product, BI, Sales, and Tech teams.
Participate in leadership meetings, providing insights, forecasts, and action plans to improve the product and customers satisfaction.
Ensure the voice of the customer is reflected in product roadmaps and operational decisions.
Process, Tooling & BI Ownership:
Develop structured workflows for onboarding, QBRs, feedback loops, and escalations.
Own reporting in collaboration with the BI teamcustomer health, support trends, manual ops load, integration processes etc.
Track and present operational and customer metrics to senior leadership.
Customer Lifecycle & Operations:
Design scalable onboarding processes that reduce time-to-value.
Build customer journey playbooks aligned with revenue and retention goals.
Ensure SLAs, incident response, and manual data update processes are executed at the highest standard.
Identify and implement automation initiatives to reduce manual operations.
Requirements:
5+ years in managerial roles, leading teams of 6+ people in at least 2 SaaS or tech companies.
Proven experience managing Customer Success, Customer Support, Customer Operations teams.
Strong understanding of B2B SaaS, customer onboarding, lifecycle management, and retention.
Experience in budget management, annual team planning, and operational forecasting.
Track record of building, training, and scaling teams across functions.
Highly analytical with experience using BI tools, dashboards, and CRM platforms.
Excellent stakeholder management skills across Product, Sales, Tech, and C-Level leadership.
5+ years in managerial roles, leading teams of 6+ people in at least 2 SaaS or tech companies.
Proven experience managing Customer Success, Customer Support, Customer Operations teams.
Strong understanding of B2B SaaS, customer onboarding, lifecycle management, and retention.
Experience in budget management, annual team planning, and operational forecasting.
Track record of building, training, and scaling teams across functions.
Highly analytical with experience using BI tools, dashboards, and CRM platforms.
Excellent stakeholder management skills across Product, Sales, Tech, and C-Level leadership.
This position is open to all candidates.
