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
Benefits
- Strong product-market fit recognized by RepVue
- High earning potential with clear quota attainment visibility
- 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
Company Overview
Company H1B Sponsorship