Director, Customer Success Operations

Apryse is seeking a dynamic and results-oriented Director of Customer Success Operations to elevate, enhance, and transform our Customer Success organization's efficiency and effectiveness. Reporting to the VP of Customer Success, you will be instrumental in designing, implementing, and optimizing the systems, processes, programs, and tools that empower our Customer Success Managers (CSMs) and drive exceptional customer outcomes. You will be a strategic thinker with a passion for data-driven decision-making and a proven ability to translate business needs into scalable operational solutions.  

Responsibilities 

• Strategy and Planning:
  • Develop and execute the operational strategy for the Customer Success organization, by segment, aligning with overall company goals and customer success objectives.
  • Identify opportunities for process and program improvement, automation, and technology adoption to enhance CSM productivity and customer experience.
  • Collaborate with Customer Success leadership to define key performance indicators (KPIs) and develop reporting mechanisms to track progress and identify areas for improvement.
  • Anticipate future operational needs and proactively develop solutions to support the growth and evolution of the Customer Success team.
• Systems and Tools Management:
  • Oversee the optimization and ongoing management of Customer Success technology platforms (e.g., SFDC, Planhat, etc.).
  • Ensure data integrity and accuracy across all Customer Success systems.
  • Partner with IT and other relevant departments to integrate Customer Success tools with other business systems.
  • Optimize system configurations and workflows to maximize efficiency and user adoption.
• Process Optimization and Automation:
  • Map and analyze existing Customer Success processes to identify bottlenecks and areas for improvement.
  • Design and implement standardized and scalable processes for key Customer Success activities, such as onboarding, adoption, value realization, and renewal.
  • Lead automation initiatives to streamline repetitive tasks and free up CSM time for strategic customer engagement.
  • Develop and maintain comprehensive documentation for all Customer Success processes and tools.

• Data Analysis and Reporting:
  • Develop and maintain dashboards and reports to provide insights into key Customer Success metrics, customer health, and operational performance.
  • Manage the analysis of data to identify trends, risks, and opportunities for improvement.
  • Partner with the Finance and Rev Ops teams to develop advanced analytics and predictive models.
  • Communicate data-driven insights and recommendations to Customer Success leadership and other stakeholders.
• Enablement and Training Support:
  • Collaborate with the Customer Success Leadership to identify operational needs for training and development programs.
  • Refine, enhance, and maintain operational playbooks, guides, and resources for CSMs.
  • Ensure CSMs have the necessary tools and knowledge to effectively execute their responsibilities.
• Cross-functional Collaboration:
  • Partner closely with Sales, Marketing, Product, and Support teams to ensure alignment and a seamless customer journey.
  • Represent the Customer Success Operations perspective in cross-functional initiatives.
  • Facilitate effective communication and collaboration between Customer Success and other departments.
• Team Leadership and Development:
  • Build, lead, manage, and mentor a high-performing Customer Success Operations team (currently one direct report; Customer Success Operations Analyst).
  • Foster a culture of continuous improvement, collaboration, and accountability within the operations team.
  • Provide coaching, feedback, and development opportunities to team members.
• Executive-level Reporting:
  • Develop clear, concise, and visually compelling slide decks that effectively communicate key Customer Success insights, operational performance, strategic initiatives, and recommendations to senior leadership, executives, and the board of directors.
  • Tailored Content for Stakeholders: Customize presentation content and level of detail to align with the specific interests and priorities of different audiences, ensuring relevant information is highlighted for each group.
  • Data Synthesis and Storytelling: Transform complex operational data into easily understandable narratives and visualizations that demonstrate the impact of Customer Success initiatives on business outcomes.
  • Attention to Detail and Accuracy: Ensure all data presented in slide decks is accurate, up-to-date, and presented in a professional and error-free manner.

Qualifications 

• Bachelor's degree (preferably in Business Administration, Analytics or Data Science, Operations Management, or a related field. 
• 8-10 years of professional experience, preferably 3-5+ years of experience in Customer Success Operations or a related field, with increasing levels of responsibility.
• Proven experience in designing, implementing, and managing Customer Success technology platforms (e.g. any Customer Success Platform, Planhat & SFDC experience preferred).
• Strong analytical and problem-solving skills with the ability to interpret data and translate it into actionable insights.  
• Demonstrated ability to drive process improvement and implement automation initiatives.
• Excellent project management skills with the ability to manage multiple projects simultaneously and meet deadlines.
• Strong communication, presentation, and interpersonal skills with the ability to effectively collaborate with cross-functional teams and executive leadership.   
• Deep understanding of Customer Success principles and best practices.
• Proficiency in data analysis tools (e.g., Excel, Tableau, Looker).

Benefits:

• Competitive salary commensurate with experience and qualifications. 
• A comprehensive extended benefits package including health, dental and vision for you and your family, with company paid offerings.
• 401K savings program with company match.
• Generous paid time off (PTO) is offered to support the ability to rest and recharge.
• A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
• Highly autonomous and entrepreneurial environment.
• Annual recurring WFH allowance for you to purchase items you need for your home office.
• Ongoing support for learning development so you can master your craft.
• Work with the hardware you're most comfortable with (Windows or Mac).
• Diverse and inclusive workplace where we all learn from each other.

Company Description

As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.

Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.

Ready to join our team?

If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now. Additionally, we view the above section as a guide, not a checklist. We welcome diverse and non-traditional backgrounds and encourage you to apply even if you do not have every requirement listed.

The compensation for this position is commensurate upon experience, with a range between $140,000.00-$180,000.00 USD in on target earnings.

We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.