Head of Customer Success & Operations

Position Title:
Head of Customer Success & Operations

The Head of Customer Success & Operations is a senior leader responsible for driving customer satisfaction, retention, operational excellence, and scalable service delivery. This role integrates strategic leadership with hands‑on execution to ensure our customers achieve maximum value from our products and services, while embedding efficient processes across the organization.

The ideal candidate blends strong customer‑centric thinking with deep operational expertise and cross‑functional leadership capability.

• Strengthen and manage the end‑to‑end customer success strategy, ensuring customers realize ongoing value and positive business outcomes.
• Lead and mentor a high‑performing Customer Success organization, including onboarding, account management, customer support, and renewals.
• Build a customer health framework leveraging analytics, feedback, adoption metrics, and predictive indicators.
• Drive customer retention, reduce churn, and support expansion opportunities in partnership with Sales.
• Establish executive‑level relationships with strategic customers, act as an escalation and advocacy point.

• Oversee operational strategy and execution across service delivery, process optimization, and continuous improvement.
• Bolster scalable systems, workflows, and standardized operating procedures across the customer lifecycle.
• Partner with Product, Sales, Technology, and Finance to ensure alignment on customer needs, service levels, and growth priorities.
• Implement dashboards, KPIs, and performance metrics to measure efficiency, quality, and customer outcomes.
• Lead quarterly business reviews (QBRs), operating reviews, and forecasting for customer success and operations.

• Define the long‑term vision for Customer Success & Operations, aligning with company strategy and growth objectives.
• Support company‑wide transformations and improvement by providing process and capabilities design and project management.
• Identify opportunities to optimize customer journeys, streamline processes, and enhance digital enablement.
• Champion customer insights across the organization to inform product development and market strategy.
• Drive cross‑functional transformation programs that improve service delivery, customer experience, and operational scalability.

• Customer‑centric mindset with passion for delivering world‑class experiences.
• Strategic thinker with strong operational discipline.
• Strong leadership and team development capabilities.
• Ability to navigate ambiguity and drive change.
• Data literacy and comfort with dashboards, forecasting, and KPIs.
• High level of accountability and ownership.

• Customer retention and net revenue retention (NRR).
• Customer satisfaction (CSAT), NPS, and customer health scores.
• Operational efficiency metrics (SLAs, cycle times, cost‑to‑serve).
• Time‑to‑value for customers.
• Team engagement and retention.
• Process maturity and scalability.

• Build, inspire, and retain a talented team of customer success managers, operations leaders, analysts, and support staff.
• Foster a culture of accountability, collaboration, continuous improvement, and customer obsession.
• Develop competency frameworks, career paths, training programs, and coaching structures.

• Bachelor’s Degree and 10 or more years of experience in the Customer Relationship area.
• High School Diploma or Equivalent and 12 or more years of experience in the Customer Relationship area.
• 10 or more years experience in the marketing of customers.
• Management experience.
• Experience in presenting to corporate clients/customers.

• Proven track record of building and scaling customer success or operations organizations.
• Strong analytical and data‑driven decision‑making skills.
• Experience working cross‑functionally and influencing at senior leadership levels.
• Excellent communication, stakeholder management, and executive presence.
• Demonstrated ability to drive transformation and implement scalable processes.
• Experience in Insurance, SaaS, cyber, professional…