Director of Customer Operations, sparkplug

• 6–10+ years in Customer Success or Account Management, including 2–4+ years leading and scaling teams in an early stage B2B SaaS company
• Deep experience overhauling CS functions—processes, reporting, playbooks, org structure—not just maintaining
• Proven ability to lead cross-functional initiatives involving Product, Engineering, and Data teams
• Passionate about building systems and structure: internal dashboards, forecasting, segmentation, usage visibility
• Experience supporting high-touch SaaS implementations, preferably with white-glove onboarding for enterprise or mid-market clients
• Confident operating in early-stage, high-growth environments where structure is evolving and velocity is high
• Exceptional written and verbal communicator; clear, precise, and persuasive with stakeholders at all levels
• Tech-savvy: fluent in tools like Hubspot, Intercom, Notion, and product analytics platforms (Mixpanel, etc.)

Desirable

• We’re hiring a Director of Customer Success to lead, modernize, and scale our existing CS organization
• With a team of ~10 experienced CSMs and support specialists already in place, this role isn’t about building from scratch—it’s about elevating and transforming a strong foundation into a high-performing, product-aligned, data-informed function
• You’ll lead a comprehensive overhaul of our customer journey, onboarding experience, success processes, internal tooling, and CS analytics infrastructure
• This includes developing systems for cross-functional visibility (Product, Engineering, Sales), driving improved analytics and admin reporting, and ensuring white-glove onboarding and lifecycle management
• This is a strategic leadership role with high autonomy, deep impact, and clear executive support
• Lead and elevate a Customer Success team of ~10 (CSMs, support, onboarding specialists) across multiple customer segments
• Redesign and optimize onboarding, engagement, retention, and expansion workflows, with a focus on high-touch, account-based models
• Implement scalable systems and dashboards to improve reporting, performance analytics, account health visibility, and retention forecasting
• Drive tighter alignment between CS and Product by systematizing feedback loops, usage insights, and strategic account input
• Build a robust set of playbooks, SLAs, and KPIs across the customer lifecycle to ensure CS becomes a predictable, high-performing engine
• Serve as an executive voice for the customer, regularly collaborating with Product, Engineering, and RevOps
• Guide tooling decisions and integrations across Hubspot, Intercom, analytics platforms, and internal admin systems
• Own key outcomes like NRR, time-to-value, onboarding conversion, CSAT, and churn reduction