Director of Customer Success Operations

Securly

Director leading Customer Success Operations and renewals for Securly, an AI-powered K-12 student safety and wellness company. Building scalable Vitally systems, dashboards, automation, and teams to improve retention and customer growth.

Posted 8/10/2026full-timeRemote • 🇺🇸 United StatesLead💰 $165,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success Operations, focusing on team development, process optimization, and data analytics to drive customer retention and operational efficiency. Proficient in implementing AI-driven workflows and managing integrations with CRM systems to enhance customer engagement.

Highest-signal resume keywords

Customer Success Operations LeadershipData Analytics SkillsExperience with Vitally and SalesforceAI-Driven Workflow ImplementationProject Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ScoringSaaS Metrics FluencyAutomation BuildingWorkflow IntegrationRenewals Process ManagementPerformance ScalingDashboard DevelopmentCross-Functional Initiative ManagementTeam CoachingOperational Scalability

Soft Skills

Team ManagementCoachingCommunicationCollaborationProblem-Solving

Tools & Technologies

VitallySalesforceHubSpotGainsightTotangoChurnZeroAgentic AI

Industry Keywords

EdTechK-12SaaSCustomer SuccessRevenue Operations

About the role

Key responsibilities & impact

Lead the CS Ops and Renewals function, including hiring, coaching, managing, and developing the team
Structure team capacity and coverage according to renewal volume and customer segmentation
Design, implement, and refine scalable playbooks for the post-sale customer journey
Own and run the end-to-end, programmatic renewal process to minimize churn
Own customer health scoring, tracking, measurement, and related dashboards
Surface customer insights to Product, Support, and Sales
Serve as internal owner of Vitally, driving adoption, configuration, and optimization
Build and implement Agentic AI and automation for CS Operations and renewals
Manage integrations with Salesforce and other go-to-market systems
Report to the SVP, Customer Success
Deliver improvements in health scoring, dashboards, renewals efficiency, forecast accuracy, retention targets, and operational scalability

Requirements

What you’ll need

3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team
Proven experience scaling CS tools, systems, and AI
Examples of scaling a CS Operations function from early-stage to measurably better performance
Hands-on experience building technology, systems, workflows, integrations, and automation inside a customer success platform and CRM
Experience with Vitally, Gainsight, Totango, ChurnZero, or similar platforms
Experience with Salesforce or HubSpot
Applied experience building or implementing Agentic AI-driven workflows
Track record of building and coaching a team
Strong data analytics skills
Fluency in SaaS metrics including GRR, NRR, churn, CLV, NPS, and CSAT
Strong project management skills
Ability to manage multiple cross-functional initiatives simultaneously
Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus

Benefits

Comp & perks

Competitive salary up to $165K with performance incentives
Medical, dental, and vision coverage
401(k) with employer match
12 weeks of fully paid parental leave
Unlimited PTO, paid holidays, and a paid one-week year-end shutdown
$1,000 annual professional development stipend
Free mental health resources and Employee Assistance Program
Remote-first flexibility
Supportive, distributed team
Meaningful impact and mission-driven work
Real ownership of a growing platform and team