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Company

Mastercam · 2 days ago

Director of Customer Success Operations

United States

Full-time

Remote

Director/Executive

10+ years exp

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ManufacturingSoftware

Work & Life Balance

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Responsibilities

Build and Inspire a High-Performing Team: Recruit, develop, and retain top talent within the Customer Success Operations team, fostering a culture of excellence and innovation.

Set Clear Vision and Objectives: Define the team’s vision, ensuring alignment with organizational goals, and establish clear performance expectations and accountability measures.

Provide Ongoing Coaching and Mentorship: Conduct regular one-on-ones, performance reviews, and professional development sessions to support team growth.

Encourage Collaboration: Facilitate open communication and collaboration across teams to ensure consistency and alignment.

Drive Operational Excellence: Develop and implement the strategic roadmap for Customer Success Operations to support scalability and efficiency.

Leverage Data-Driven Decision Making: Utilize analytics to monitor customer health, identify risks, and prioritize resources effectively.

Anticipate Future Needs: Forecast operational and resource needs based on customer growth, market demands, and business objectives.

Promote Standardization: Develop frameworks, templates, and playbooks for customer success processes to ensure consistency across the organization.

Lead Change Management Initiatives: Implement new tools, processes, and frameworks, ensuring smooth transitions and alignment across teams.

Lead the implementation, integration, and optimization of technology solutions (e.g., Salesforce, Gainsight) to improve workflow efficiency and customer insights.

Define KPIs for the Customer Success team, regularly reviewing and optimizing performance based on measurable outcomes.

Establish and maintain SLAs to ensure internal organizational alignment while meeting or exceeding customer expectations consistently.

Identify and address potential bottlenecks and risks within operational processes, creating contingency plans as needed.

Map and refine the end-to-end customer journey, improving touchpoints to deliver consistent and high-value experiences.

Work with Customer Success, Sales, Sales Operations, Marketing, and Product teams to align on shared objectives and improve the end-to-end customer experience.

Act as a liaison between Customer Success and executive leadership to provide updates, insights, and recommendations on strategic initiatives.

Collaborate with partners and resellers to align operational practices and ensure a consistent customer experience across channels.

Establish and maintain a centralized repository for documentation, ensuring processes, playbooks, and best practices are accessible and scalable.

Standardize documentation to drive consistent customer experiences and enable global operations.

Research and implement industry best practices, emerging technologies, and innovative strategies to keep Mastercam at the forefront of customer success operations.

Evaluate AI-driven analytics and predictive tools to enhance operational knowledge sharing and decision-making.

Act as a customer advocate within the organization, providing actionable insights to influence product development and strategic priorities.

Perform other tasks as delegated by the VP, Customer Success & Program Delivery, or the Executive Leadership Team to achieve organizational objectives.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CRM systemsCustomer success platformsAnalytics toolsProcess improvement methodologiesAI applicationsData visualization toolsAdvanced degreeSaaS experienceManufacturing experienceTechnology environment experience

Required

Bachelor’s degree in Business, Operations Management, Data Analytics, or related fields.

10+ years of customer success, operations, or related experience in positions with increasing responsibility and proven results, coupled with five or more years managing people.

Demonstrated experience leading teams and managing cross-functional projects in a SaaS, manufacturing, or technology environment.

Advanced knowledge of CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero).

Expertise in analytics and visualization tools (e.g., Tableau, Power BI) to interpret data and present actionable insights.

Experience in process improvement methodologies (e.g., Six Sigma, Lean) to drive efficiency and scalability.