[Remote] Director, Customer Success Operations (Sales Operations)

Note: The job is a remote job and is open to candidates in USA. Semrush is a brand visibility platform that empowers marketers to command their online presence. They are seeking a Director of Customer Success Operations to define the operational framework for the Customer Success organization, ensuring high performance and alignment with executive leadership.

Responsibilities

• Design and implement a scalable Customer Success operating model, including segmentation, coverage, and engagement strategy
• Create standard operating procedures that drive consistency and quality
• Build and run a consistent operating cadence across the CS organization, including weekly, monthly, and quarterly rhythms
• Define, refine, and operationalize key performance indicators such as retention, churn, expansion, and product adoption
• Ensure metrics are clearly understood and tied to team behaviors and outcomes
• Develop dashboards, reporting, and forecasting frameworks that support decision-making
• Translate data into clear, actionable insights for CS leadership and executive stakeholders
• Identify opportunities to improve efficiency, productivity, and customer outcomes
• Act as a trusted advisor to Customer Success leadership
• Support planning cycles, including annual planning, capacity modeling, and account segmentation
• Bring structure and clarity to ambiguous problems and drive alignment across stakeholders
• Partner with IT to optimize the CS tech stack, including CRM and customer success platforms
• Ensure data integrity and consistency across systems that support the customer journey
• Evaluate and implement tools as the organization scales
• Work closely with Sales, Product, Marketing, and Finance to ensure a seamless customer experience
• Align on handoffs, shared metrics, and revenue goals
• Help connect strategy to execution across teams
• Hire and develop Customer Success Operations talent over time
• Foster a culture of accountability, curiosity, and continuous improvement

Skills

• 5-7 years of experience in Operations, Revenue Operations, or Customer Success Operations, with a meaningful portion of that time directly supporting Customer Success or post-sale functions
• Experience operating at a Director level or equivalent scope, with ownership over planning, performance, and cross-functional initiatives
• Track record of building or significantly maturing Customer Success operational frameworks, not just maintaining existing systems
• Experience in B2B SaaS or a recurring revenue business model, ideally in a scaling environment
• Demonstrated ability to partner with senior leadership and influence decisions that impact company performance
• Clear point of view on what effective Customer Success organizations look like and how to build toward that standard
• Comfortable operating at both the strategic and execution level
• Ability to bring structure and direction to evolving environments
• Hands-on experience with CRM systems such as Salesforce and Microsoft Dynamics
• Experience with Customer Success platforms such as Gainsight or Totango
• Strong reporting and analytics experience, including Tableau
• Ability to turn data into clear narratives that drive decisions
• Strong communicator with the ability to influence senior stakeholders
• Comfortable with challenging assumptions and driving alignment across teams
• High level of ownership and accountability
• Willing to be hands-on and execute where needed
• Thrives in environments where not everything is fully defined
• Balances speed with building durable, scalable solutions

Benefits

• Performance-based bonus, typically ranging from $56,212 to $85,442, based on target performance
• Eligible for additional equity compensation
• Life insurance
• Low cost medical, dental, and vision plans
• Accidental death and dismemberment (AD&D) insurance
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Health Savings Account
• Short-term and long-term Disability
• Employee Assistance Program
• Employee Resource Groups
• Paid parental leave
• Relief Fund
• Travel coverage
• International Locations• Compensation ranges for this role outside of the United States may differ and will be determined based on local market benchmarks, compensation practices, and applicable regulations.

Company Overview

Company H1B Sponsorship