Director of Customer Success Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $165k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Securly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

💼 Consulting

🏥 Healthcare

📚 Education

💰 $16M Series B on 2018-12

Consulting • Healthcare • Education

Securly is a company dedicated to improving student safety, wellness, and engagement through technology specifically designed for K-12 schools. It provides a platform that monitors online student activity, helps manage classrooms, filters web content, and offers insights to enhance school environments. Securly also offers tools like digital hall passes and Apple device management tailored for educational institutions. With a focus on student data privacy and security, Securly's solutions aim to provide educators and school leaders with the information they need to support their students effectively and keep them safe. It is a widely used EdTech tool in the U. S. and serves over 20,000 schools.

📋 Description

• 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

• 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

• 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