Key Responsibilities: What Does a Director of Customer Success Operations Do?
A Director of CS Ops is the point person for the entire operations division of the CS team. They oversee the people element of the department, managing, training, and helping each member to create a well-defined team.
A Director of Customer Operations aims to create a streamlined and frictionless process for everything from renewals to outreach, customer feedback to product updates. At the same time, they manage the analytics side of CS, ensuring proper systems and processes are set up and creating reports and report templates for the entire team.
Throughout their work, CS Ops Directors maintain a business-development perspective appropriate to the level of their position. This typically means keeping an eye out for expansion and growth opportunities, and discussing any new prospect with the team.
- Leading the CS Ops talent through planning, hiring, and helping to develop all new hires into expert CS Ops people.
- Setting up, deploying, and managing internal tools for system & process monitoring, product usage monitoring, and customer communication.
- Overseeing renewal operations and ensuring smooth, frictionless renewal, upsell, and cross-sell processes.
- Creating customer playbooks together with the rest of the CS department.
- Planning and deploying customer surveys and aggregating results.
- Overseeing customer and product analytics, ensuring data hygiene, creating reports, identifying trends, and forecasting.
- Reviewing and managing all customer materials, including product information, website documentation, knowledge base articles, education and training videos, and video libraries.
Skills and Competencies
Here are the necessary skills to be a good Director of Customer Success Operations:
- Minimum 3 years of experience working as a Customer Success Operations Manager or similar Operations role, with proven Operations and Technical expertise. All job postings typically require relevant courses and training.
- Expert analytical skills and experience in merging complex datasets to find trends and insights about customers, with the ability to drive customer success and inform the efforts of the entire team.
- Business development knowledge and, ideally, experience growing a business.
- Monitoring internal team processes
- Revenue forecasting
- Monitoring customer metrics and activity
- Project management and account management
- Experience creating complex reports and proven experience applying data hygiene, intelligence, and governance principles.
- Experience communicating and reporting customer operations data and correlating it with other data sets to find trends and business-development insights.
- Experience presenting reports to c-level and senior-level stakeholders.
- Expert IT&C knowledge, capabilities, and ability to quickly learn and perform in new software environments.
Good Training Materials and ProgramsHere is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Potential Roles to Grow into
If you’re starting from this position, here are some roles you can consider in the future: