Director of Customer Success Operations

Who Are We?Postman stands as the premier API platform globally, embraced by over 45 million developers and 500,000 organizations, including an impressive 98% of the Fortune 500. We empower developers and professionals worldwide to cultivate an API-first future by refining every aspect of the API lifecycle and enhancing collaboration—allowing users to build superior APIs more efficiently.Headquartered in San Francisco, Postman also has offices in Boston, New York, Austin, Tokyo, London, and Bangalore, where it was originally established. As a privately owned entity, we are backed by esteemed investors such as Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. For more details, visit postman.com or connect with us on X via @getpostman.P.S: We recommend exploring The "API-First World" graphic novel to gain deeper insights into our vision at Postman.The OpportunityWith millions of developers and thousands of enterprises in our customer base, we are committed to scaling operational systems that enable our Customer Success teams to navigate the customer lifecycle with precision and clarity.The Director of Customer Success Operations will architect the operational frameworks that support our post-sales organization, reporting directly to the Head of GTM Operations.What You’ll DoCustomer Lifecycle InfrastructureDesign scalable processes to facilitate the entire customer lifecycle, covering:OnboardingAdoption and engagementExpansion opportunity identificationRetention and churn managementCustomer Systems & ToolingOversee the operational systems that underpin the Customer Success organization, including:CS platformsCRM workflowsProduct usage integrationsLifecycle segmentation infrastructureCollaboration with the GTM Systems team to ensure seamless data integration across systems.Customer Data & Health FrameworksEstablish systems that enable Postman to assess customer engagement and risk. You will develop frameworks for:Customer health scoringLifecycle managementRisk assessment and mitigation

The Opportunity:Join Reevo as the Head of Customer Success, where you will oversee all aspects of our post-sales operations. You will be responsible for driving customer activation, maximizing product usage, and ensuring high retention rates. Your primary goal is to guarantee that customers achieve the outcomes they expect from Reevo, and to create a scalable model for success.In this role, you will lead and expand the entire post-sales team, including:Onboarding and Activation (Implementation)Customer Success Managers (CSMs)Technical Account Managers (TAMs)Customer SupportYou will establish the frameworks, systems, and performance metrics that convert implementation to sustained adoption, adoption into tangible business results, and results into increased retention – all while collaborating closely with Sales and Account Management for renewals and growth. You will treat customer outcomes as a quantifiable business function that you manage comprehensively.We prioritize fostering a robust in-person culture, and we are currently in a phase of growth. Thus, we expect the team to work from our SF office five days a week — this is critical to our operational success and scaling efforts.Who You Are:A customer-centric business leader who is passionate about ensuring a seamless journey from activation to adoption, outcomes, and retention. You create teams and processes that make time-to-value predictable, product usage consistent, and renewals straightforward.You possess strong operational insights. You have a proven track record of scaling post-sales organizations while maintaining a balance between structure and adaptability across various segments, ensuring a high standard for customer experiences and execution quality.You approach challenges strategically and holistically, linking product usage patterns and customer outcomes with product development, go-to-market strategies, and sustainable unit economics.You are a skilled communicator and influencer—trusted by executives, product teams, and customers to manage complexities, foster alignment, and make informed decisions.You excel in ambiguous environments, bringing clarity, energy, and steadiness as the organization evolves.What You'll Do:...

Why Join Ivo?At Ivo, we pride ourselves on offering premier AI-driven products in the expansive realm of enterprise contracts. Our impressive growth trajectory has seen us expand our Annual Recurring Revenue (ARR) by 6X over the past year, solidifying our reputation by partnering with some of the most renowned brands globally, including Reddit, Pinterest, CDW, Canva, Uber, and IBM. Recently, we secured a $55M Series B funding round, which is fueling our rapid expansion.With a diverse clientele of over 400 global customers, we are on the lookout for a dynamic and experienced leader in customer success to elevate our service offerings and ensure that our clients enjoy an exceptional experience with our products.Position OverviewWe are in search of a visionary Head of Customer Success to establish and lead our customer success strategy. This pivotal role is essential to guarantee that our customers derive remarkable value from their engagement with Ivo.As a builder, you will create and refine the systems, processes, and team dynamics that foster user engagement with Ivo, ensuring our users share our enthusiasm for the platform. You will oversee the entire customer success spectrum across our enterprise and mid-market sectors, leading a team of top-tier Customer Success Managers dedicated to driving user success.

At Crusoe, we are dedicated to enhancing the availability of energy and intelligence. We are building the foundational technology that empowers a future where individuals can pursue ambitious projects with AI, all while maintaining a strong commitment to scale, speed, and sustainability.Join us in the forefront of the AI transformation with our sustainable technology at Crusoe. In this role, you will spearhead significant innovations, make a real difference, and collaborate with a team that is leading the way in responsible and transformative cloud infrastructure.About this Role:As the Director of Customer Operations, you will serve as the strategic and technical backbone of the Customer Organization. Your primary responsibility will be to drive operational excellence, efficiency, and scalability throughout the entire customer journey. This position entails direct management of the systems, data, processes, and programs that empower our Customer Success Managers (CSMs) to maximize customer value and foster advocacy. The ideal candidate will possess expertise in process design, Gainsight platforms, and hands-on data analytics.What You'll Be Working On:You will lead the strategy and execution across four essential operational areas:1. Customer Enablement and AdoptionContent Strategy: Collaborate with Product and Marketing teams to outline the enablement roadmap, ensuring customers access timely resources for optimal adoption and usage.Training Programs: Develop and monitor customer-facing training and enablement initiatives (e.g., certifications, knowledge base utilization).Efficacy Measurement: Create metrics (e.g., content engagement, time-to-value, reduction in support inquiries) to demonstrate the ROI of customer enablement endeavors.2. Reporting, Tooling, and Data FocusBusiness Analyst Role: Act as the lead Business Analyst for Customer Success, thoroughly assessing the current tool stack (e.g., Salesforce, Gainsight, BI tools) and suggesting tooling and automation enhancements to boost CSM effectiveness.Data Integrity & KPIs: Establish and manage key Customer Success KPIs (e.g., Net Revenue Retention, Churn, Customer Lifetime Value, Health Score). Ensure data accuracy across all platforms.Advocacy Tooling: Develop and implement systems and processes for customer reference programs, testimonials, and case studies, focusing on tooling to drive advocacy and optimize the pool of satisfied customers.

Join Casap as the Head of Customer SuccessCasap is a pioneering Series A startup based in San Francisco, having successfully raised over $30 million from esteemed investors like Emergence, Lightspeed, and Primary Ventures. Founded by visionary product leaders from Robinhood and Chime, our mission is to revolutionize banking operations by automating disputes and combating friendly fraud. Our innovative solutions have garnered appreciation from everyday users to major financial institutions.We are on the lookout for a Head of Customer Success to spearhead the entire post-onboarding customer experience and establish a top-notch Customer Success department from scratch. You will be responsible for developing and executing strategies across customer success, support, renewals, and account growth, ensuring optimal customer satisfaction and retention. Collaborating closely with Sales, Product, Engineering, and Implementation teams, you will help our customers derive maximum value from our offerings.

About the Role Descript is on the lookout for a Director of Customer Success who is strategic, empathetic, and execution-focused, to spearhead, scale, and enhance our Customer Success operations. As the head of a rapidly growing Customer Success Management (CSM) team, you will play a crucial role in establishing best practices, refining our post-sale processes, and collaborating cross-functionally to boost adoption and growth within our Enterprise customer segment. This pivotal role is tailored for a builder who thrives in dynamic, early-stage environments. You will partner closely with the VP of Sales to craft our customer success strategy, guarantee customer satisfaction and growth, and position Descript as the industry leader in modern media creation workflows. Key Responsibilities Lead & Cultivate a High-Performing CSM Team Manage, mentor, and expand a talented team of Customer Success Managers tasked with onboarding, adoption, retention, and growth in strategic Enterprise accounts. Set team operating frameworks, KPIs, and performance expectations that enhance customer value and drive commercial success. Foster a culture of curiosity, collaboration, accountability, and continuous improvement. Define & Implement Customer Success at Descript Create scalable Customer Success programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk management. Collaborate with the VP of Sales to determine the long-term vision for Customer Success, success metrics, and team structure as it evolves. Deploy systems and tools that enable visibility, efficiency, and data-informed decision-making throughout the customer journey. Enhance Customer Outcomes Across Our Enterprise Portfolio Oversee executive engagement strategies, ensuring CSMs are perceived as trusted advisors by our most valuable accounts. Work alongside Sales leadership to jointly manage revenue outcomes, including retention, renewals, and expansion initiatives. Develop frameworks to identify at-risk customers, proactively intervene, and secure long-term account health. Influence Product Development & Shape the Future of Descript Act as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support. Convert customer feedback into actionable opportunities, guiding roadmap prioritization and product strategy. Ensure the Customer Success organization is seamlessly integrated with cross-functional teams.

About Scribd:At Scribd Inc. (pronounced “scribbed”), our mission is to ignite human curiosity. As part of our team, you will help craft a world rich with stories and knowledge, facilitate the exchange of ideas and information, and empower collective expertise through our innovative products: Everand, Scribd, Slideshare, and Fable.We cultivate a culture where our employees can express their true selves and take bold actions; where we engage in meaningful debates and commit to decisions, embracing the unpredictable twists of our journey. Every team member is empowered to take initiative while we remain focused on our customers.We believe in a balanced workplace structure that fuses individual flexibility with community connections. With our Scribd Flex program, employees can collaborate with their managers to select a work style that best fits their personal needs. A key element of Scribd Flex is our commitment to fostering intentional in-person interactions that enhance collaboration, build culture, and strengthen connections. Thus, occasional in-person attendance is required for all Scribd employees, irrespective of their work location.We are searching for new team members who embody “GRIT.” This concept represents the blend of passion and perseverance toward long-term objectives. At Scribd, we believe in the potential this can unlock, encouraging employees to embrace a GRIT-ty approach in their work. In practical terms, GRIT stands for setting and achieving Goals, delivering Results, contributing Innovative solutions, and positively influencing the Team through collaboration and a great attitude.Overview:We are on the lookout for an experienced Director of Customer Operations to spearhead both the strategic vision and the day-to-day management of this important function. The ideal candidate will translate company objectives into measurable operational outcomes while cultivating and developing high-performing teams. We seek a leader who perceives AI not merely as a tool for efficiency but as a transformative force in engaging with our community. This individual will guide the transition from traditional support models to an AI-first operation that not only expands our reach but also deepens the human connection with our audience.

About Sprinter HealthSprinter Health is on a mission to revolutionize healthcare access by transforming the patient experience, delivering care directly to homes and leveraging technology for scalability.We are developing a robust technology and clinical service infrastructure to facilitate preventive, connected healthcare for everyone across the United States. Our hybrid care model, which combines in-home and virtual services, is supported by data-driven products available in over 15 states, reaching more than 60% of the US population through leading health plans and systems. With over 1 million patients served and a remarkable Net Promoter Score (NPS) of 92, we are rapidly expanding our impact. Our talented team of technologists, clinicians, and operational experts is backed by esteemed investors including a16z, General Catalyst, GV, and Accel, who have previously supported innovative companies such as Devoted Health, Livongo, and Airbnb.About the RoleAs the Director of Customer Success, you will play a pivotal role in ensuring the successful implementation, ongoing satisfaction, retention, and growth of our customer portfolio at Sprinter Health. You'll collaborate with various teams to uphold best practices, policies, and customer-centric initiatives while acting as an internal advocate to facilitate processes that drive sustained customer success.What You'll DoFoster customer relationships that establish trust and credibility as a strategic partner.Work cross-functionally to guide customers through their journey with Sprinter Health, ensuring high satisfaction, adoption, and partnership success.Collaborate with customers to create a multi-year strategic growth plan with ambitious targets.Build relationships at all organizational levels within customer accounts to facilitate effective communication and remove obstacles to growth.Act as the Voice of the Customer by relaying feedback to the product team to inform product development.Drive annual revenue objectives and oversee the renewal of customer contracts.Identify potential customer risks proactively and collaborate cross-functionally to implement solutions and improvement plans.

Scribd, Inc. is dedicated to enhancing human understanding through our innovative products, including Scribd®, Slideshare®, Everand™, and Fable. We empower billions globally to transform access into insight, application, and expertise.Culture at Scribd, Inc.At Scribd, we foster a culture where authenticity and boldness thrive. We encourage open debates, embrace unexpected developments, and empower every employee to prioritize customer satisfaction through decisive action.We believe the best results stem from a balance of individual flexibility and meaningful community connections. Our Scribd Flex program allows employees to choose their work style and location, ensuring optimal performance while fostering collaboration through intentional in-person interactions. Occasional attendance at our offices is required for all Scribd employees, regardless of their work location.We are looking for team members who embody “GRIT” — a blend of passion and perseverance towards long-term objectives. GRIT encapsulates our work philosophy: setting and achieving Goals, driving Results, generating Innovative solutions, and enhancing our Team dynamics through collaboration and positivity.Position Overview:We are in search of an accomplished Director of Customer Operations to drive both the strategic direction and daily execution of this vital function. The ideal candidate will transform company objectives into tangible operational results while cultivating high-performing teams. We seek a visionary leader who views Artificial Intelligence as a pivotal element in reshaping our community engagement, transitioning from traditional customer support to a forward-thinking, AI-centric operation that scales our outreach and enriches our audience connections.

At Anaplan, we are a team of innovators dedicated to enhancing business decision-making through our state-of-the-art AI-powered scenario planning and analysis platform. Our mission is to empower our customers to outpace their competition and thrive in the market.What brings Anaplanners together across various teams and regions is our unwavering commitment to our customers' success and our Winning Culture.Our clientele includes prestigious names among the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, representing over 2,400 global companies that trust our leading platform.Our Winning Culture fuels our innovative teams. We embrace diverse thoughts and ideas, act as leaders regardless of our titles, pursue ambitious goals with determination, and celebrate our achievements – both big and small.Guided by principles that prioritize strategy, values, and disciplined execution, you will find inspiration, connection, growth, and rewards here. We welcome everything that makes you unique; join us and let’s create what comes next – together!Job Description – Vice President of Customer Success OperationsNew York City / San Francisco / Miami / MinneapolisAnaplan is seeking a motivated and dynamic Vice President of Customer Success Operations to spearhead our CS Operations Organization. In this pivotal role, you will lead and engage in strategic initiatives designed to enhance our Customer Success processes, boost operational efficiency, and manage the infrastructure that elevates customer interactions and outcomes. This position is instrumental in empowering our Customer Success team to meet ambitious objectives while fostering continuous improvement and transformative change.Key Responsibilities:Driving Change & Business Outcomes:Lead the team in defining and visualizing the customer journey from an “outside-in” perspective, aligning Anaplan’s key cross-functional processes to deliver maximum customer value and satisfaction.Oversee all elements of post-sales operations design, collaborating closely with Sales, Marketing, Product, Sales Operations, Alliances, and Professional Services.Establish and maintain the CS partnership with corporate teams and sales operations.Direct operations for global renewals, including forecasting customer renewals and managing board reporting.Responsible for the development and delivery of...

About Wonderschool Wonderschool is dedicated to ensuring every child has access to high-quality early childhood education, empowering small business owners to successfully launch and develop childcare programs through our innovative software, expert coaching, and robust support. Partnering with government entities, we aim to modernize childcare infrastructure and enhance accessibility. We are at the forefront of creating an industry-defining platform that merges marketplace dynamics, SaaS solutions, and public sector systems, increasingly enhanced by artificial intelligence. Our suite of products enables childcare providers to efficiently manage and grow their businesses, encompassing aspects from enrollment and marketing to licensing, compliance, and daily operations. Our agile, dynamic team is focused on building scalable systems. We value individuals who take initiative, embrace rapid experimentation, and leverage modern technologies—including AI and automation—to amplify their impact. This pivotal role ensures our platform and partnerships yield tangible results for our clients, encompassing successful deployments, strong user adoption, and sustained customer retention.

Position OverviewAs the Director of Go-To-Market Operations at Ivo, you will spearhead the operational framework that actualizes our GTM strategy. You will oversee critical areas including renewals, expansion initiatives, customer operations, and deal desk management. Reporting directly to the VP of Revenue Strategy & Operations, you will take ownership of our strategic consulting engagement's deliverables, enhancing and refining existing processes for renewal automation, ARR infrastructure, and health scoring. Collaborating closely with CSM leadership, your role will also involve building and optimizing our Deal Desk and Customer Operations functions.As our pricing strategy transitions toward usage-based and API models, you will be instrumental in developing the operational infrastructure necessary for consumption-based renewals and expansion triggers. Utilizing AI technologies, you will maximize your impact and automate tasks that traditionally required extensive time and resources from operational teams.Moreover, you will be responsible for establishing our EMEA GTM Operations.

Why Choose Ivo?Ivo is at the forefront of AI-driven solutions, specializing in enterprise contracts. Our remarkable growth of 6X in Annual Recurring Revenue (ARR) over the past year is a testament to our innovative products and the prestigious clientele we've attracted, including industry giants like Reddit, Pinterest, CDW, Canva, Uber, and IBM. Recently, we secured a $55M Series B funding to accelerate our expansion.With a diverse portfolio of over 400 customers worldwide, we are on the lookout for a passionate and experienced leader in customer success to elevate our customer experience and ensure our clients achieve outstanding results with Ivo.Position OverviewWe are in search of a visionary Head of Customer Success who will spearhead our customer success initiatives. This strategic role is pivotal in guaranteeing that our clients derive immense value from Ivo's offerings.As a key leader, you will architect and expand our customer success framework, ensuring our users are as enthusiastic about Ivo as we are. You will oversee the entire customer success operation across both enterprise and mid-market segments, guiding a team of exceptional Customer Success Managers (CSMs) committed to user satisfaction.Your ResponsibilitiesTeam Building and LeadershipRecruit, mentor, and lead a high-performing team of Customer Success Managers. Establish the culture, standards, and expectations that define exceptional customer success at Ivo, fostering an environment where CSMs can thrive and advance in their careers.Develop the Customer Success FrameworkCreate processes, playbooks, and systems that ensure scalable and consistent customer outcomes. This includes developing onboarding frameworks, health scoring methodologies, business review schedules, and escalation protocols, fostering repeatable success across both enterprise and mid-market segments.Foster User EngagementCultivate and drive user adoption through strategic initiatives, ensuring that every client interaction with Ivo is enriching and effective.

About the RoleAs the Director of Central GTM Strategy & Operations at Ivo, you will be the driving force behind operationalizing our go-to-market (GTM) strategy. You will oversee renewals, expansion initiatives, customer operations, and deal desk processes. Reporting directly to the VP of Revenue Strategy & Operations, you will hold primary responsibility for the successful delivery of our strategic consulting engagements, including renewal automation, annual recurring revenue (ARR) infrastructure, and health scoring. You will collaborate closely with Customer Success Management (CSM) leadership to enhance customer execution, while also building and optimizing Deal Desk and Growth and Customer Operations.In a landscape where pricing is increasingly shifting towards usage-based and API models, you will establish the operational framework for consumption-based renewals and expansion triggers. Your role will leverage artificial intelligence to maximize efficiency and automate processes that traditionally required extensive time from operations teams.Additionally, you will be responsible for establishing our EMEA GTM Operations.

As the Director of Partner Success at Anthropic, you will be instrumental in shaping and enhancing our partner relationships. Your primary focus will be to ensure that our partners achieve their desired outcomes while using our innovative AI solutions. You will lead a dedicated team, driving growth, engagement, and long-term success through strategic insights and collaborative efforts.In this role, you will establish key performance indicators, analyze partner feedback, and implement best practices to optimize our partner programs. Your ability to build strong relationships and foster a culture of success will be crucial in delivering exceptional value to our partners.

PagerDuty (NYSE: PD) is at the forefront of Digital Operations Management, empowering organizations of all sizes to ensure a flawless digital experience for their customers consistently. With PagerDuty, teams can swiftly identify issues and leverage real-time insights to bring together the right stakeholders for faster problem resolution and future prevention. Over 13,000 organizations, including 60 of the Fortune 100, trust us to drive success in Digital Transformation, Cloud Migration, and DevOps Modernization. Our esteemed clients include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon, and many more. We are rapidly expanding our platform, harnessing AI/ML and Automation to increase adoption across Development, IT, Customer Service, Security, and various other teams within organizations.The Senior Principal Customer Success Manager plays a vital role in engaging with key stakeholders at customer organizations, building and nurturing robust relationships to accelerate their digital transformation journey. The ideal candidate will possess the qualifications outlined below and be open to traveling up to 25% of their time for in-person customer engagements. Customer Success Managers will work closely with clients of varying market segments, sizes, solution complexities, and lifecycle stages, tailoring their approach based on specific customer needs.

Join PagerDuty (NYSE:PD), a frontrunner in Digital Operations Management. In a world that never sleeps, organizations of all sizes depend on PagerDuty to ensure a flawless digital experience for their customers every time. Our platform empowers teams to spot issues and opportunities in real time, uniting the right individuals to resolve problems swiftly and prevent future occurrences. Over 13,000 organizations, including 60 Fortune 100 companies, trust PagerDuty for their Digital Transformation, Cloud Migration, and DevOps Modernization journeys. Our esteemed clientele includes GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon, and many more. As we rapidly expand our platform for Digital Operations Management through AI, ML, and Automation, we are increasing our adoption across Development, IT, Customer Service, Security, and other teams.As the Manager of Customer Success at PagerDuty, reporting to the Director of Enterprise Customer Success, you will lead a dedicated team of Customer Success Managers (CSMs) to enhance product adoption, boost retention rates, and drive measurable business outcomes. This hands-on leadership role requires a proven track record in building high-performing teams, fostering a customer-centric culture, and implementing effective customer success strategies.Your team will act as Trusted Advisors to our customers, ensuring they achieve success with our platform. As a pivotal leader within the Customer Success organization, you will collaborate with customer stakeholders to design and execute success strategies, helping them realize business value and ROI from their investment in PagerDuty.

At Neara, we're pioneering the ability to stress-test entire power grids against severe weather events before they even occur.Utilizing cutting-edge machine learning technology, we create engineering-grade, physics-enabled digital twins of electricity grids across four continents, enabling asset owners to address their most significant challenges and implement viable solutions across extensive infrastructures.By simulating extreme weather conditions and structural stress on a network-wide scale, we empower major utility companies to identify risks, optimize their investments, and contribute to a more resilient global energy future.Our team consists of exceptional individuals dedicated to making a real-world impact through AI and machine learning, accelerating processes from data classification to complex scenario analysis. We foster a culture of innovation where every member takes ownership of our mission, and we are looking for smart, creative individuals to help us extend our influence globally.We are on the lookout for a leader who excels in complex project management, customer success, and strategic consulting. This role is for someone who thrives in orchestrating high-stakes enterprise accounts, managing technical workflows, and engaging demanding stakeholders with confidence and independence.You will guide a small team of elite technical professionals. While deep coding expertise is not mandatory, possessing the technical intuition to validate solutions, identify inefficiencies, and ensure optimal team performance is crucial. Your primary objective is clear: to deliver exceptional value to our customers. You are here to tackle real problems, not merely manage contracts.

As a Customer Success Manager at Gridware, you will play a pivotal role in ensuring our clients achieve their desired outcomes while using our innovative software solutions. You will be their trusted advisor, guiding them through the adoption process, and providing ongoing support to maximize their success and satisfaction. Your expertise will directly contribute to customer retention and growth.

As a Scaled Customer Success Manager at Culture Amp, you will play a pivotal role in driving customer satisfaction and success through innovative strategies and solutions. Your expertise will empower our customers to derive maximum value from our platform, ensuring they achieve their desired outcomes.In this position, you will leverage data-driven insights to foster relationships with clients, providing guidance on best practices and product utilization. You will work collaboratively with cross-functional teams to enhance the customer journey and contribute to our mission of improving employee engagement and organizational culture.