The RoleSecurly is looking for a Director, Customer Success Operations to lead the systems, processes, and people behind our entire post-sale customer journey. You'll lead our CS Ops and Renewals function - a CS Ops Manager, a CS Ops Specialist, and a team of Renewals Specialists - and own Vitally, our Customer Success platform, as the operational backbone of the business.
This is a builder's role. Vitally has been live for about a year, and the next chapter is yours to write: deepening adoption, sharpening health scoring, automating renewals workflows, and turning good instincts into a repeatable, data-driven system that scales. You'll be the operational thought partner to CS executives - using data and process design to make sure customer growth and success directly fuel Securly's growth.
Location: Remote (U.S.)
Type: Full-Time, Exempt
Reports to: SVP, Customer Success
What Success Looks LikeIn your first 90 days, you'll get under the hood - auditing our Vitally configuration, current CS Ops and renewals workflows, and team structure. You'll build real relationships with your team and ship your first wave of improvements: sharper health scoring, better dashboards, and a more programmatic renewals process.
By 6 months, you're driving measurable gains - better renewals efficiency, stronger forecast accuracy, and dashboards that CS and company leadership actually rely on to run the business.
By your first year, you own a mature CS Ops and Renewals function that consistently meets or exceeds retention targets, backed by a trained, accountable team and a Vitally instance that scales with Securly's growth.
What You'll DoLead the team- Hire, coach, and manage a team of a CS Ops Manager, a CS Ops Specialist, and Renewals Specialists - setting clear goals and holding the team accountable to them
- Structure team capacity and coverage to match renewal volume and customer segmentation
- Build a real growth path for your team, from onboarding through career development
Own the process- Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey
- Own the end-to-end renewal process - timely, accurate, and built to minimize churn
- Design and run a programmatic renewals process suited to a high-volume, complex customer base
Turn data into decisions- Own customer health scoring, tracking, and measurement across the install base
- Define and build the dashboards CS and executive leadership use to manage the business
- Surface customer insights to Product, Support, and Sales to drive real improvements
Build the tech stack- Serve as the internal owner of Vitally - driving adoption, configuration, and continuous optimization
- Identify, build, and implement Agentic AI and automation that genuinely moves the needle on CS Ops and renewals outcomes
- Manage the broader tech stack, including integrations with Salesforce and other GTM systems
What We're Looking For- 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team - this is a leadership track record, not an individual-contributor background, with proven experience scaling CS tools, systems, and AI
- Real examples of scaling a CS Ops function - taking a team, process, or system from early-stage to measurably better performance, with strong examples of building tools, systems, and process, and applying AI
- Hands-on experience building tech, systems, and automation - you've architected workflows, integrations, or automation inside a CS platform (Vitally, Gainsight, Totango, ChurnZero, or similar) and a CRM like Salesforce or HubSpot, not just used tools someone else set up
- Applied experience with Agentic AI and automation - you've actually built or implemented AI-driven workflows (like automated health scoring or renewals triage), not just explored the space
- A track record of building and coaching a team, with strong data analytics skills and fluency in core SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT)
- Strong project management skills and the ability to manage multiple cross-functional initiatives at once
- Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus
Why You'll Love Working at Securly- Meaningful impact - build the operational engine behind a company that helps protect millions of students
- People-first culture - consistently recognized as a Top Place to Work
- Remote-first flexibility - work from home with a supportive, distributed team
- Real ownership - shape a growing platform and team, not maintain someone else's system
- Mission-driven work - what you build directly supports student safety and wellbeing
Benefits & Perks- Competitive salary up to $165K with performance incentives
- Medical, dental, and vision coverage
- 401(k) with employer match
- 12 weeks of fully paid parental leave
- Unlimited PTO, paid holidays, and a paid one-week year-end shutdown
- $1,000 annual professional development stipend
- Free mental health resources and Employee Assistance Program
