Director of Customer Success Operations

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential EdTech organization in their search for a Director of Customer Success Operations. This is a remote leadership role where you'll build and scale the systems, processes, and team that power the entire post-sale customer journey for a rapidly growing SaaS platform serving thousands of institutional clients.

This is a builder's role. You'll lead a Customer Success Operations and Renewals function, own the CS platform as the operational backbone of the business, and serve as the strategic partner to CS leadership—turning data and process design into scalable, repeatable systems that fuel customer growth and retention.

Responsibilities

In this role, you will:

• Hire, coach, and manage a team including a CS Ops Manager, CS Ops Specialist, and Renewals Specialists—setting clear goals and holding the team accountable
• Structure team capacity and coverage to match renewal volume and customer segmentation, building real growth paths from onboarding through career development
• Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey
• Own the end-to-end renewal process—timely, accurate, and built to minimize churn in a high-volume, complex customer base
• Own customer health scoring, tracking, and measurement across the install base
• Define and build the dashboards that CS and executive leadership use to manage the business
• Surface customer insights to Product, Support, and Sales teams to drive real improvements
• Serve as the internal owner of the Customer Success platform (Vitally)—driving adoption, configuration, and continuous optimization
• Identify, build, and implement Agentic AI and automation that genuinely moves the needle on CS Ops and renewals outcomes
• Manage the broader tech stack, including integrations with Salesforce and other GTM systems

What We're Looking For

• 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team—this is a leadership track record with proven experience scaling CS tools, systems, and AI
• Real examples of scaling a CS Ops function—taking a team, process, or system from early-stage to measurably better performance
• Hands-on experience building tech, systems, and automation—you've architected workflows, integrations, or automation inside a CS platform (Vitally, Gainsight, Totango, ChurnZero, or similar) and a CRM like Salesforce or HubSpot
• Applied experience with Agentic AI and automation—you've actually built or implemented AI-driven workflows such as automated health scoring or renewals triage
• A track record of building and coaching a team, with strong data analytics skills and fluency in core SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT)
• Strong project management skills and the ability to manage multiple cross-functional initiatives simultaneously
• Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus

How We Work With You

When you apply through Get A Job.ai, a recruiter from our team will review your background and conduct an initial screening conversation. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through our recruiting team to ensure the best experience for everyone involved.

Pay

Pay via Get A Job.ai is competitive and commensurate with experience. Our client offers performance incentives, comprehensive medical/dental/vision coverage, 401(k) with employer match, 12 weeks of fully paid parental leave, unlimited PTO, paid holidays, a paid year-end shutdown, a $1,000 annual professional development stipend, and free mental health resources.

Get A Job.ai is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, disability, or any other legally protected characteristic.