Director of Customer Success Management overseeing a team at Salesforce. Focused on driving customer engagement and success metrics for enterprise clients.
About the role
- Director of customer success strategy & operations at WRITER optimizing AI-powered solutions for enterprise customers. Leading operational strategies to enhance customer retention and business success.
Responsibilities
- Architect and evolve our customer success operational strategy, refining organizational structures, roles, and key performance indicators to ensure scalable, AI-powered excellence for enterprise customers
- Drive the design and implementation of innovative, AI-first solutions for customer success operations, optimizing everything from CSM staffing models and resource allocation to customer lifecycle management
- Build and maintain the end-to-end operational architecture and data integrity across all customer success systems, ensuring precise forecasting of headcount, capacity, and territory planning
- Lead the development and automation of executive-facing dashboards and reporting on critical KPIs like NRR and GRR, transforming raw data into actionable insights for the customer success leadership team
- Collaborate extensively with cross-functional partners in revenue operations, GTM systems, analytics, product, and finance to align data, systems, and processes that underpin our customer journey
- Serve as a strategic partner to the chief customer officer, orchestrating operational cadences, driving cross-functional initiatives, and managing complex projects with precision and accountability
- Translate technological and data-related requests into concrete requirements and solutions, ensuring our customer success teams are equipped with best-in-class tools and infrastructure
Requirements
- 7+ years of progressive experience in go-to-market operations, ideally within customer success operations, revenue operations, or high-growth management consulting, preferably in the B2B SaaS / AI space
- Proven expertise in architecting and optimizing customer lifecycle management, recurring revenue models, and operational workflows for enterprise-level clients
- Deep technical proficiency with Salesforce as a source of truth, advanced analytics tools (e.g., Omni, Tableau), spreadsheet modeling (Excel/Google Sheets), and a strong understanding of AI tooling
Benefits
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
- Annual work-life stipends for:
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options and 401k
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