Director of Customer Success Operations, Securly
$140.3-165k
+ Performance incentives
Enterprise level digital security for schools
Job no longer available
Enterprise level digital security for schools
201-500 employees
Job no longer available
$140.3-165k
+ Performance incentives
201-500 employees
Company mission
To foster safe and focused learning environments through technology while keeping students healthy and engaged.
Role
Who you are
- 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team - this is a leadership track record, not an individual-contributor background, with proven experience scaling CS tools, systems, and AI
- Real examples of scaling a CS Ops function - taking a team, process, or system from early-stage to measurably better performance, with strong examples of building tools, systems, and process, and applying AI
- Hands-on experience building tech, systems, and automation - you've architected workflows, integrations, or automation inside a CS platform (Vitally, Gainsight, Totango, ChurnZero, or similar) and a CRM like Salesforce or HubSpot, not just used tools someone else set up
- Applied experience with Agentic AI and automation - you've actually built or implemented AI-driven workflows (like automated health scoring or renewals triage), not just explored the space
- A track record of building and coaching a team, with strong data analytics skills and fluency in core SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT)
- Strong project management skills and the ability to manage multiple cross-functional initiatives at once
- Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus
What the job involves
- Securly is looking for a Director, Customer Success Operations to lead the systems, processes, and people behind our entire post-sale customer journey
- You'll lead our CS Ops and Renewals function - a CS Ops Manager, a CS Ops Specialist, and a team of Renewals Specialists - and own Vitally, our Customer Success platform, as the operational backbone of the business
- This is a builder's role. Vitally has been live for about a year, and the next chapter is yours to write: deepening adoption, sharpening health scoring, automating renewals workflows, and turning good instincts into a repeatable, data-driven system that scales
- You'll be the operational thought partner to CS executives - using data and process design to make sure customer growth and success directly fuel Securly's growth
- Reports to: SVP, Customer Success
- In your first 90 days, you'll get under the hood - auditing our Vitally configuration, current CS Ops and renewals workflows, and team structure. You'll build real relationships with your team and ship your first wave of improvements: sharper health scoring, better dashboards, and a more programmatic renewals process
- By 6 months, you're driving measurable gains - better renewals efficiency, stronger forecast accuracy, and dashboards that CS and company leadership actually rely on to run the business
- By your first year, you own a mature CS Ops and Renewals function that consistently meets or exceeds retention targets, backed by a trained, accountable team and a Vitally instance that scales with Securly's growth
- Hire, coach, and manage a team of a CS Ops Manager, a CS Ops Specialist, and Renewals Specialists - setting clear goals and holding the team accountable to them
- Structure team capacity and coverage to match renewal volume and customer segmentation
- Build a real growth path for your team, from onboarding through career development
- Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey
- Own the end-to-end renewal process - timely, accurate, and built to minimize churn
- Design and run a programmatic renewals process suited to a high-volume, complex customer base
- Own customer health scoring, tracking, and measurement across the install base
- Define and build the dashboards CS and executive leadership use to manage the business
- Surface customer insights to Product, Support, and Sales to drive real improvements
- Serve as the internal owner of Vitally - driving adoption, configuration, and continuous optimization
- Identify, build, and implement Agentic AI and automation that genuinely moves the needle on CS Ops and renewals outcomes
- Manage the broader tech stack, including integrations with Salesforce and other GTM systems
Our take
Securly is the market-leading student safety and device management solution designed for primary/secondary schools. Leveraging cloud-based technologies with the power of AI, the company is dedicated to ensuring kids' safety while promoting productivity, while also offering teachers simplified tools for seamless classroom management.
With a stronghold in over 20% of the US market, Securly's success is evident through its rapid expansion on an international scale. Currently, it monitors an impressive 10+ billion online activities across more than 20,000 schools. As part of its growth strategy, the company has strategically acquired notable companies like Rhithm, specializing in student wellness, and Dyknow, a leading device monitoring platform.
In 2021, Securly became a part of Golden Gate Capital, a move that has enabled the company to continually enhance its platform and develop innovative solutions to meet the unmet needs in the field of EdTech. This positioned Securly for sustained rapid growth on a global level.
Steph
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2020
$11.7m
SERIES B
Dec 2018
$16m
SERIES B
Total funding: $32.8m
Company benefits
- Flexible time-off policy
- 401k
- Company-sponsored health benefits
- An environment that shuns red tape and politics
- Continued learning and other empowering opportunities
- Breakfasts, lunches, and happy hours
- Fully stocked kitchen
- Game room
Company HQ
Ballbach and SOFA, San Jose, CA
Leadership
Tammy Mank Wincup
(CEO)Joined Securly in 20204 as CEO. Prior to this, they were a Senior Advisor, Interim COO/CPO at Get Well, President and CCO at Revolution Foods, and President at Protocol.
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