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Director of CS Operations
Riyadh Customer Success – Customer Success / Full-Time / On-site The
Director, CS Operations will ensure that customer success (CS) functions are aligned and operate efficiently, focusing on enhancing the entire customer journey from onboarding to renewals and customer support. Reporting directly to the VP of Global Customer Success, this role serves as a bridge between multiple departments such as onboarding, technical support, and customer success, ensuring feedback and processes are continually optimized to meet customer and business role will align closely with various roles, such as the Director of Revenue Operations, Director of Onboarding, Director of Technical Support, Director of Customer Experience, and Director of Renewals & Customer Success. This alignment will foster smooth collaboration across teams to ensure a unified and seamless customer experience across all touchpoints. Responsibilities
+ Oversee the operations of the CS group functions, ensuring alignment with overall business goals.
+ Work closely with directors across onboarding, technical support, renewals, and operations to streamline processes.
+ Identify bottlenecks and inefficiencies across customer success functions.
+ Implement strategies to enhance customer success workflows and CX touchpoints, particularly in onboarding and renewals.
+ Act as a liaison between CS functions and product teams to ensure customer feedback informs product development and support strategies.
+ Facilitate communication between technical support, hardware support, and customer success teams to ensure the smooth delivery of services.
+ Oversee key customer success projects, ensuring timely execution and alignment with strategic objectives.
+ Ensure projects are aligned with the product roadmap and contribute to customer retention and satisfaction.
+ Monitor key customer success metrics to provide reports and insights to senior leadership on performance, customer feedback, and suggested process improvements.
+ Implement and refine strategies that improve customer success touchpoints, and customer touch points aligning with company objectives.
+ Work closely with the CX team to design seamless customer journeys and processes that reduce churn and increase satisfaction.
Requirements
+ Bachelor’s degree in Business, industrial engineering, Information technology, or a related field.
+ 5+ years of experience in customer success, operations, or CX management, preferably within the SaaS industry.
+ Strong project management and cross-functional collaboration skills.
+ Ability to analyze and act on customer feedback to drive improvements.
+ Expertise in process optimization and project management.
+ Strong communication skills and ability to act as a liaison between various teams.
+ Proficiency in customer success platforms such as (Intercom, Salesforce, JIRA, ZoHo, Gainsight, etc.).
