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Hyland · 1 day ago

Director, Customer Success Operations

United States

Full-time

Remote

Lead/Staff, Director/Executive

5+ years exp

Hyland is a leader in content services technology, and they are seeking a Director of Customer Success Operations to drive operational excellence and strategic impact across customer success initiatives. This role involves managing customer success technology, optimizing processes, and leading global teams to enhance customer retention and growth outcomes.

Computer Software

Responsibilities

Drive and participate in strategic initiatives that positively impact the organization in a meaningful way; program management and leadership of key priority initiatives

Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives such as sales marketing product and finance; manage customer success manager incentive strategy and execution of program

Manage customer segmentation customer success manager assignments and capacity planning to ensure the optimal customer experience; implement and manage software/applications that facilitate customer success and customer success operations activities serving in role as system business owner

Lead technology and systems strategy for CSM: product owner for the Gainsight ecosystem roadmap and manage Gainsight administrators

Develop insights into our customer data health so we can detect early signals of at-risk renewals and identify upsell opportunities (SFDC and Gainsight); measure and report on program performance and business impact. Develop metrics and KPIs that demonstrate the health and continuous improvement of the customer success

Establish and assure leadership adherence to budgets schedules work plans and performance requirements

Collaborate with senior management and executives to define and ensure success of department strategy

Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports

Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees. Oversee the identification and hiring of new employees

Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders

Provide strategic influence to internal peers and industry groups

Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team

Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence

Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders

Qualification

GainsightSalesforceCustomer Success OperationsProgram ManagementData AnalysisBudget ManagementCustomer Service OrientationMicrosoft OfficeLeadershipCommunication SkillsProblem SolvingCollaborationOrganizational SkillsProject Management

Required

Bachelor's degree or equivalent experience

5+ years of experience in Customer Experience Customer Success Revenue Operations or CS Operations at B2B SaaS companies

3+ years of management experience leading Global teams

Experience in working with customer engagement tools like Gainsight Salesforce

Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers Account Management and/or CS Operations)

Experience with digital engagement approaches and methods (i.e. Digital Customer Success / Tech Touch Digital Marketing)

Demonstrated fiscal responsibility/accountability in managing budgets

Superb Problem solving critical thinking and analytical skills

Superb collaboration skills applied successfully within a team as well as other areas

Superb attention to detail

Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department

Superb Leadership sound judgement and business acumen skills

Superb oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact

Superb organizational multi-tasking and time management skills

Superb facilitation and project management skills

Superb customer service orientation

Self-motivated with follow through and attention to detail

Expertise identifying trends through data analysis and turning insights into actionable outcomes

Superb communication skills (verbal and written) with a strong ability to articulate and communicate strategies and plans at all levels escalate program issues and mitigate project risks

Demonstrated success with cross-functional coordination including planning execution tracking and decision making

Superb ability to handle sensitive information with discretion and tact

Superb ability to establish rapport and gain the trust of others; effective at gaining consensus

Able to thrive in a fast paced deadline driven environment

Ability to coach mentor and provide feedback to team members in a timely manner

Superb ability to develop use and deliver engaging informative and compelling presentation methodologies

Ability to provide guidance and support to developing team members

Sharp fast learner with technology curiosity and aptitude

Superb experience with Microsoft Operating systems and products

Proficiency with Microsoft Outlook or equivalent email and calendar software

Superb business and technology acumen

Preferred

Previous experience as a Gainsight Administrator or technical proficiency leading Gainsight systems strategy; Gainsight Administration Certification (preferred)

Benefits

401(k) Retirement Savings

Flexible Schedule

Paid Time Off

Medical, Dental, Vision

Volunteer Paid Time Off

Wellness Reimbursement

Paid Parental Leave

Sabbatical Program

Company

Hyland

Glassdoor3.4

Hyland uniquely empowers your organization with unified access to AI-enabled enterprise content and unstructured data across repositories, unlocking profound insights that fuel innovations – fundamentally redefining how you operate and engage with those you serve.

Founded in 1991

Westlake, OH, US

1001-5000 employees