Director of Customer Success Operations, Placer.ai

• The ideal candidate brings deep hands-on experience implementing and scaling Planhat, Gong Engage, and Gong Forecasting — and is equally passionate about applying AI to reimagine how CS teams operate, coach, and grow revenue
• 7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within a B2B SaaS environment
• Demonstrated hands-on experience implementing Planhat — including journey configuration, health score design, playbook automation, and reporting build-out
• Deep expertise with Gong Engage (sequencing, activity tracking, CS workflow design) and Gong Forecasting (category management, pipeline review cadences)
• Strong AI proficiency — including applied experience using AI tools to build CS workflows, automate insights, or enhance team productivity (not theoretical)
• Proven ability to translate ambiguous business challenges into structured operational systems
• Experience managing and developing junior ops talent
• Exceptional analytical skills with fluency in Salesforce, BI tools (e.g., Looker, Tableau), and Excel/Google Sheets

Desirable

• Placer.ai is looking for a Director of Customer Success Operations to lead the strategic build-out of our CS operating infrastructure
• This is a high-impact, senior individual contributor and team leadership role at the intersection of people, process, and technology
• You will own the end-to-end CS tech stack, drive operational excellence across our Customer Success and Account Management motions, and be a force multiplier for a team supporting thousands of customers across Retail, CRE, Hospitality, CPG, Financial Services, and Civic verticals
• CS Technology & Platform Management
• Own the implementation, configuration, and continuous optimization of Planhat as Placer.ai's CS platform of record — including health scoring, journey automation, renewal workflows, and reporting
• Lead the end-to-end deployment and adoption of Gong Engage for CS outreach sequencing, and Gong Forecasting to build a reliable, data-driven renewal and expansion forecast
• Serve as the internal subject matter expert and administrator across the CS tech stack, driving integration between Planhat, Gong, Salesforce, and downstream BI tools
• Evaluate, pilot, and recommend new tooling as the team scales, with a bias toward AI-native solutions
• AI-Powered CS Operations
• Develop and deploy AI-driven workflows across the CS lifecycle — including churn prediction models, automated health score triggers, AI-assisted QBR preparation, and sentiment analysis from customer interactions
• Partner with Sales Ops and RevOps to build LLM-powered tools that enhance rep productivity, surface risk earlier, and reduce manual reporting overhead
• Champion a culture of AI experimentation — testing, measuring, and scaling what works across the CS and AM org
• Stay current on emerging AI tooling relevant to CS operations and translate emerging capabilities into practical use cases
• Revenue Operations Alignment
• Build and maintain a unified CS operating model aligned to NRR, GRR, churn, and expansion KPIs
• Partner with AM and CS leadership to design and enforce rep accountability frameworks, including leading indicator tracking (touchpoints, QBR completion, time-to-value) alongside lagging metrics
• Own CS forecasting cadences in partnership with Gong Forecasting — ensuring pipeline hygiene, renewal accuracy, and expansion visibility for leadership
• Design and deliver reporting dashboards for CS leadership, executive team, and board-level consumption
• Process Design & Enablement
• Define and document CS playbooks, onboarding workflows, escalation frameworks, and handoff processes between New Business and Account Management
• Partner with Enablement on tooling adoption programs that drive measurable rep behavior change
• Build scalable, repeatable processes that reduce operational drag and free CS reps to focus on customers
• Team & Cross-Functional Leadership
• Lead, mentor, and grow a CS Ops team, including analysts and systems administrators
• Serve as the primary CS Ops partner to CS and AM leadership, RevOps, Sales Ops, and Finance
• Contribute to headcount planning, territory design, and comp structure in partnership with CS leadership