Director, Customer Success Operations

symplr is seeking a Director of Customer Success Operations who will be the driving force in helping build a foundation to enable customer health and growth at scale by improving the efficiency, effectiveness, and consistency of the customer success delivery model.

The Director will support our Chief Customer Officer  in streamlining internal operations and developing processes that serve our customers, building out foundational systems and insights to power the customer functions, and be a thought partner and driving force to accelerate strategic projects forward. 

The ideal candidate brings a naturally curious builders’ mindset, is comfortable leading through influence and working in a highly matrixed organization and can solve for multiple priorities while balancing the needs of various stakeholders.

• Partner with Success leadership to define the department strategy, develop plans for execution and identify priorities and initiatives.
• Collaborate with Success leadership, Intelligence and FP&A to design, develop, maintain key metrics and analysis that serves all levels of the Success organization to solve business problems and drive action toward achieving goals.
• Work with Success leadership to develop strategies to capture the Voice of the Customer (VoC) and use the information to create opportunities for other departments where retention can be impacted.
• Lead all cross-functional initiatives that impact the Success department including, but not limited to, technology implementations, M&A integration, and quarterly business review and board preparation.
• Partner with Success leadership to create a vision and delivery roadmap for Customer Success technology
• Partner with Business Operations to manage and optimize the tech stack of tools and applications, owning the Success business requirements and identifying new technology needs.
• Monitor and drive a high degree of data integrity in Salesforce and other tools to ensure the team is able to make key business decisions with confidence.
• Promote operational excellence: identifying and executing opportunities to optimize our organizational systems and processes with a focus on agility.
• Support the development and delivery of onboarding and enablement programs to effectively onboard, ramp and grow team members and managers.

• 3+ years of customer success operations, with progressive experience, ideally in building and establishing new teams, systems and processes.
• Strong executive presence with the ability to facilitate large groups across varying topics, and ability to easily communicate complex topics to various stakeholders
• Ability to step into projects already in progress, or in need of rescue, and effectively assume a leadership role.
• Able to foster a culture of collaboration, sense of purpose, and create clear accountabilities and metrics.
• Experience with large transformation programs, including foundational system infrastructure (SFDC, ChurnZero, portals, omni-channel, health score, etc.)
• Passion for collaborating horizontally and vertically within an organization comprised of diverse groups of people, combined with the ability to adeptly navigate various points of view and interests.
• Experience managing analytically rigorous initiatives, leveraging standard SaaS metrics and benchmarking.