Director of Customer Success Operations, Selector AI
$150-190k
Office located in Santa Clara, CA
AIOps platform for operational intelligence
Be an early applicant
AIOps platform for operational intelligence
101-200 employees
Be an early applicant
$150-190k
Office located in Santa Clara, CA
101-200 employees
Company mission
To help teams understand, troubleshoot, and operate complex infrastructure using AI-native observability and correlation.
Role
Who you are
- 8–12+ years of experience in Customer Success, CS Operations, RevOps, or related roles
- Proven experience scaling CS operations in a B2B SaaS or enterprise technology environment
- Strong analytical mindset with hands-on experience building dashboards, KPIs, and forecasting models
- Experience partnering with technical implementation or professional services teams
- Excellent communicator who can translate between executives, operators, and frontline teams
- Comfortable operating in ambiguity and building structure from the ground up
- Experience in AI, infrastructure, networking, or highly technical enterprise products is a plus
- Experience with Gainsight, Salesforce, Jira, or similar CS/RevOps tooling is a plus
- Background supporting renewal and expansion motions in enterprise accounts is a plus
What the job involves
- The Director of Customer Success is responsible for building, scaling, and operationalizing the systems, processes, and insights that power our Customer Success organization
- This role translates strategy into execution — ensuring consistency, visibility, and accountability across the full post-sales customer lifecycle, from Sales handoff through Implementation, Adoption, Customer Management, Renewal, and Growth
- You will serve as the strategic operational backbone of CS, enabling CSMs and CS Leaders to focus on customers while you own tooling, analytics, process design, and continuous improvement
- Customer Success Operations & Scale
- Own and evolve the end-to-end CS operating model, including implementation, onboarding, training, adoption, QBRs, renewals, and expansion readiness
- Design and document scalable CS processes, playbooks, and standard operating procedures
- Ensure consistent execution across accounts while allowing flexibility for enterprise complexity
- Systems, Tools & Data
- Own CS systems and tooling including CRM, reporting, health scoring, surveys, and workflow automation
- Partner with RevOps and Sales to ensure clean data flows across Sales → CS → Finance
- Define and maintain customer health frameworks, success plans, and lifecycle milestones
- Build dashboards and reporting for executives and CS leadership covering health, risk, retention, adoption, and outcomes
- Metrics, Insights & Forecasting
- Establish and track core CS KPIs and OKRs including retention, renewal readiness, adoption, sentiment, and expansion signals — at both the team and individual CSM level
- Support renewal forecasting and risk identification in partnership with CS leadership
- Analyze trends in customer behavior and surface actionable insights to improve outcomes
- Cross-Functional Alignment
- Partner with Client Solutions and Implementation to operationalize clean implementation-to-CS handoffs and go-live readiness
- Collaborate with Sales and RevOps on account segmentation, capacity planning, and renewal motions
- Work with Product to close feedback loops between customer insights and roadmap priorities
- Enablement & Change Management
- Enable CSMs and CS Leaders through onboarding, training, documentation, and process clarity
- Drive adoption of CS tools and workflows and identify and remove friction
- Lead change management as CS evolves with company growth
- What Success Looks Like (6–12 Months)
- CS processes are documented, repeatable, and consistently executed
- Leadership has clear visibility into customer health, risk, and renewals
- CSMs spend more time with customers and less time on manual reporting
- Renewals are proactive, predictable, and well-forecasted
- CS is viewed internally as a disciplined, data-driven, and scalable function
Our take
Selector AI is an AIOps solution that provides 360-degree visibility across a company’s complex network, infrastructure and applications. Especially useful for cloud network providers and telecom companies with large, complex and connected customer bases, Selector’s clients include the likes of NBC and Lumen who leverage the technology to mine deep insights from problems across their networks.
Selector’s AI-powered event intelligence platform effectively diagnoses the root cause of network and infrastructure errors. The company’s 2024 Series B round is being used to expand its presence, with new offices across the US, Canada, Europe, Singapore, India and Japan. This indicates the company’s move into an ambitious period of growth after 5 years of developing its product.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Feb 2026
$32m
LATE VC
Nov 2024
$33m
SERIES B
Total funding: $98m
Company benefits
- Participate in Our Success - Selector offers competitive equity packages that allow employees to participate in the company’s success
- Healthcare - Along with comprehensive dental, vision, and health benefits, Selector employees also have optional participation in flexible spending and health savings account programs
- Flexibility - Taking time off keeps our team members fresh and engaged. We offer unlimited PTO in most geographies
- Retirement Benefits - Employees are eligible to participate in the company’s 401K and Roth 401K plans
- Insurance - Selector provides basic life insurance, an optional supplemental Life & AD&D insurance plan, and short and long-term disability benefits
- A Hybrid Work Environment - At Selector, our team members can combine in-office and remote work to meet their unique requirements. We also offer entirely remote positions
Company HQ
Santa Clara, CA
Leadership
Nittin Kumar
(Co-Founder & CTO)Previously VP of Juniper Networks, Senior Software Engineer at Procket Networks and FORE Systems.
Kannan Kothandaraman
(Co-Founder & CEO)Previously VP of Product Line Management at Juniper Networks and Software Engineer at Cisco Systems.
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