Career Section Senior Level Jobs

Director of Customer Success Operations | Job Description

Director of Customer Success Operations

Similar roles:

head of customer success operations, director of customer operations, associate director of cs ops

Job level:


Average annual salary:


Role in Customer Success Team:


Reports to:

director of customer success, VP of customer success, chief customer officer

Summary points:

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.

Key Responsibilities:

  • 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 Programs

Here is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Advanced Customer Success Certification, such as Gainsight’s Certification for Customer Success Managers & Teams
Certified Customer Success Manager Courses


Advanced Project Management Certificate Program


Business Strategy Specialization
Entrepreneurship: Growing Your Business Specialization

University of Virginia



Customer Service Operations


Customer Success Manager: Fundamentals
Customer Success Certificate Program

Portland State University

The Full Guide to Customer Health Scores
Customer Success Master Class

Potential Roles to Grow into

If you’re starting from this position, here are some roles you can consider in the future:


Chief Customer Officer

Average annual salary: $233,800

Role in Customer Success Team: Management

Reports to: chief executive officer


Director of Customer Success

Average annual salary: $156,985

Role in Customer Success Team: Management

Reports to: VP of Customer Success, Chief Customer Officer


VP of Customer Success

Average annual salary: $197,880

Role in Customer Success Team: Management

Reports to: Chief Customer Officer, Chief Executive Officer


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