Foundry · 2 months ago
Director of Customer Success Operations
Boston, MA
Full-time
Onsite
Director/Executive
8+ years expFoundry is a global digital media company specializing in technology marketing solutions. The Director of Customer Success Operations leads the processes, systems, and analytics that power Foundry’s Customer Success organization, ensuring efficiency and alignment with business goals while driving retention and growth.
Marketing & Advertising
Responsibilities
Build and optimize CS processes: Design and implement scalable workflows that streamline renewals, onboarding, lifecycle management, and customer feedback
Lead and develop the CS Ops team: Manage, mentor, and coach operations staff, ensuring alignment with CS priorities and professional growth
Own systems and tools: Oversee CS technology platforms (HubSpot, Boostr, D365, Monday.com), ensuring adoption, integration, and continuous improvement
Deliver reporting and insights: Develop dashboards and reporting frameworks that measure customer health, retention, expansion, and CS ROI
Enable the frontline team: Provide CSMs and Directors with playbooks, data, and operational support to drive customer outcomes and revenue growth
Monitor performance and efficiency: Track operational KPIs and financial impact, linking CS activities to revenue retention, NRR, and profitability
Partner cross-functionally: Collaborate with Sales, Product, and Operations leadership to align CS processes with revenue targets and customer outcomes
Support financial forecasting: Provide input into revenue forecasts and renewal projections, helping leadership anticipate growth and risk trends
Champion consistency at scale: Standardize processes and codify best practices to ensure customers receive a consistent, high-quality experience worldwide
Qualification
Required
8–10+ years in Customer Success, Operations, or related functions, with at least 3–5 years leading CS Ops, Revenue Ops, or similar teams
Proven ability to design and scale processes, systems, and reporting that drive measurable outcomes
Strong understanding of B2B marketing, media, and data-driven campaign delivery
Familiarity with subscription, renewal, and services business models, and experience linking CS operations to financial performance
Demonstrated expertise in building playbooks, streamlining workflows, and codifying best practices that improve efficiency and customer experience
Ability to connect operational performance to business results, including retention, NRR, profitability, and forecasting
Skilled at building financial models and presenting CS ROI to leadership
Advanced knowledge of CRM and marketing platforms (HubSpot, Boostr, D365, Salesforce, Monday.com) and data visualization/reporting tools
Strong Microsoft Excel/PowerPoint/Office skills
Strong data-driven mindset with the ability to design and interpret dashboards, customer health metrics, and performance KPIs to guide strategy
Track record of partnering effectively with Sales, Product, Marketing, and Operations to align customer and business goals
Bachelor's degree required
Preferred
MBA or advanced degree in business, operations, or related field preferred
Company
Foundry
Foundry is at the intersection of media and martech. Our industry is about people, not machines.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rick Currier
VP, US Sales & Partner Marketing
Andrew Mahr
Chief Customer Officer, SaaS
Recent News
2025-09-09
MediaPost.com
2024-05-31
Company data provided by crunchbase