Director, Customer Success Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $170k - $200k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Rootstock Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

☁️ SaaS

Consulting • Logistics • SaaS

Rootstock Software is a prominent provider of cloud-based enterprise resource planning (ERP) solutions built on the Salesforce Platform. Specializing in manufacturing industries, Rootstock ERP enhances operational efficiency by offering robust solutions covering sales, order management, production, supply chain, and financials. By integrating seamlessly with Salesforce, Rootstock offers manufacturers a comprehensive view of customer interactions and supply chain processes, bolstered by advanced analytics and artificial intelligence capabilities.

📋 Description

• Build and operate the AI-native account intelligence layer using CRM, conversation intelligence, product telemetry, and financial data • Own CS reporting through board level, including expansion, renewal, and attrition forecasting across Rootstock, Kenandy, and Ascent • Maintain CS data integrity across accounts, cases, opportunities, health scoring inputs, renewal data, and activity capture • Own the CS tool stack and lead evaluation, configuration, and rollout with Revenue Operations • Build the agent/skill library for Customer Success and Support • Design and operate NPS/CSAT customer feedback programs • Synthesize qualitative customer feedback into themes and risk signals and manage the feedback loop to Product and Engineering • Own customer segmentation, tiered engagement models, tech-touch coverage, and capacity planning • Document the team operating system and manage cross-functional processes including go-live transitions, escalation paths, Professional Services scope and billable attach, and CS enablement • Run the Risk Council and other cross-functional forums tied to core CS deliverables • Partner with the Director of Global Support on operational design and reporting through the nearshore transition • Work cross-functionally with Support, Professional Services, Sales, Product, Revenue Operations, and Finance

🎯 Requirements

• Demonstrated experience building and operating CS or customer-facing operations infrastructure at a B2B SaaS company • 5–7 years of experience in Customer Success Operations, Revenue Operations, or Customer Success leadership within B2B SaaS • Hands-on fluency with AI-native tooling in a CS ops context, including building or deploying LLM-powered workflows • Salesforce data-model fluency at the field/schema level • Strong analytical skills using modern BI tools and spreadsheets • Ability to move from raw data to executive narrative without hand-off • Program management discipline and ability to operate cross-functionally without direct authority • Multi-brand portfolio experience and post-acquisition operational integration preferred • Manufacturing ERP or Salesforce-native product experience preferred • Bachelor’s degree or equivalent experience • Must be authorized to work in the United States on a full-time basis • Candidates requiring current or future work visa sponsorship will not be considered • Commitment to Rootstock's core values: Trust, Resourcefulness, Ownership, and Collaboration

🏖️ Benefits

• Flexible time-off • 12 paid holidays • 10 sick days • Volunteer time off • Paid parental leave • Recurring cell/Internet stipend • 401(k) via Fidelity + 2% Employer annual matching • Comprehensive healthcare with dental and vision coverage • Life, accident and disability insurance • Tax-advantaged flexible spending and health savings accounts • Employee assistance program • Supplemental life and AD&D • Legal plan • Pet insurance • Critical illness, accident & hospital indemnity • Annual bonus • Long-term incentive plan (LTIP)