Director, Customer Success Operations

Tekmetric

Customer Success Operations Director building analytics, enablement, and scalable processes for Tekmetric’s auto repair shop software. Partnering with leadership to improve onboarding and retention operations.

Posted 8/9/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success Operations, focusing on team leadership, data analysis, and operational efficiency. Proficient in designing enablement programs and utilizing tools like Salesforce and Vitally to drive customer success metrics and insights.

Highest-signal resume keywords

Customer Success OperationsData AnalysisTeam LeadershipOnboarding Workflow DesignEnablement Program Development

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisDashboard BuildingProcess MappingMetrics EstablishmentOperational Program Design

Soft Skills

Clear CommunicationAnalytical ThinkingCollaborationTalent Development

Tools & Technologies

SalesforceVitallyGongAI Tooling

Industry Keywords

B2B SaaSCustomer SuccessRevenue OperationsOnboardingProfessional Services

About the role

Key responsibilities & impact

Build and lead the Customer Success Operations team, initially owning Enablement Manager and Data Analyst responsibilities before hiring into those roles
Recruit, develop, and retain operational talent as the team scales
Establish metrics and reporting for the onboarding organization, including kickoff completion, rebook rate, time-to-live, graduation rate, CSAT, and early-churn indicators
Analyze product usage data, Vitally data, and Salesforce reporting to identify friction points and opportunities
Provide actionable insights and recommendations to the VP and team managers
Design and run internal training for COMs and managers
Keep the team current on product releases, system changes, and process updates
Partner with Product, Support, and Training to translate external changes into internal readiness
Own onboarding workflow design from AE-to-COM handoff through hypercare-to-CS graduation
Drive adoption and optimization of Vitally, Salesforce, and Gong
Eliminate manual processes and build scalable playbooks, automations, and SOPs
Partner on data infrastructure, billing integrations, and tooling decisions
Support the Customer Success team with data, insights, playbooks, and process frameworks
Ensure continuity between onboarding and the CS retention motion
Collaborate with CS leadership on tooling, reporting, and enablement
Advise the VP on OKRs, capacity planning, and organizational design
Translate business goals into measurable operational programs
Contribute to cross-functional initiatives with Sales, Customer Success, and Product

Requirements

What you’ll need

6+ years in customer success operations, revenue operations, or a related field, ideally in B2B SaaS
3+ years managing or leading teams
Strong analytical skills, including pulling data, building dashboards, and translating numbers into decisions
Experience designing or owning internal enablement or training programs
Ability to map processes end-to-end and identify breakdowns
Clear written and verbal communication skills for executive presentations and SOP writing
Willingness to perform individual-contributor work initially and build the team over time
Experience in a vertical SaaS environment or with SMB customers (nice to have)
Familiarity with onboarding or professional services motions (nice to have)
Experience building or managing a customer success platform (nice to have)
AI tooling experience for analytics, workflow automation, or coaching (nice to have)

Benefits

Comp & perks

Remote work flexibility
Competitive base salary
Generous paid time off
Paid maternity leave
Paid parental bonding leave
Paid medical leave for the employee or loved ones
Medical, Dental, Vision, and Prescription coverage
Employee-only plans covering 100% of premiums
Family plan costs covered at 50%
Free, confidential counseling through BetterHelp
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
Flexible Spending Accounts (FSA)
Health Savings Accounts (HSA)
Life and Accidental Death & Dismemberment (AD&D) Insurance
Up to $60/month toward fitness, mental health, or other wellness expenses
$300 home office setup bonus after one year of employment
Support for continuing education
Team and company-wide offsites, with attendance fully supported
Fun activities and office amenities