Job Description
Job Description
About XOPS
XOPS delivers autonomous IT, finally. We rescue talented IT professionals from the drudgery of human middleware, the manual coordination between systems that drains resources and morale, by unifying IT, HR, and Finance systems into a self-healing single source of truth and deploying software robots that do real work.
XOPS is the only active system of intelligence . Our living knowledge graph maintains complete lifecycle intelligence across every employee, device, and system, enhancing existing IT investments. This enables a legion of XOPS robots to implement policies autonomously 24 / 7, elevating IT professionals.
Join us in building a world where enterprises achieve fully autonomous IT operations so IT professionals can focus on strategic direction and innovation.
About the Role
We are looking for a Director, Customer Success who has built CS foundations in early-stage startup environments or similar settings. You’ll be a hands-on owner of our most strategic enterprise relationships and will lay the groundwork for scaling the CS function , from playbooks and processes to reporting and feedback loops.
This is a player-coach role : in the near term, you’ll own key accounts and work closely with cross-functional teams to deliver business outcomes. Over the next 12 months, the goal is to promote this role into Head of Customer Success , where you’ll formally lead the team and scale our approach as we grow.
This role is ideal for someone who is ready to step into strategic leadership , while remaining tactical and execution-oriented in the short term.
Customer Onboarding & Implementation
- Lead enterprise onboarding efforts, ensuring successful deployment and customer alignment
- Partner with Solutions Engineering and implementation partners for seamless rollouts
- Build scalable frameworks and repeatable onboarding processes for future CS hires
Adoption, Engagement & Value Delivery
Drive product adoption and time-to-value with customers through enablement and proactive engagementOwn executive business reviews (QBRs), success metrics, and ROI trackingMonitor usage trends and proactively resolve blockers to retention or value realizationGrowth & Expansion
Identify opportunities for expansion and upsell in collaboration with SalesDevelop business cases and partner with customers to expand usage across teams and departmentsTrack Net Revenue Retention (NRR), account health, and portfolio growthFoundation Building
Create and refine key CS processes, including playbooks for onboarding, engagement, and renewalsEstablish customer health metrics, feedback loops, and escalation pathsInfluence product roadmap and cross-functional decisions as the customer advocateFuture Leadership & Team Building
Lay the foundation for a high-performing CS teamMentor junior team members or onboarding hires (as needed)Prepare to formally grow into a Head of Customer Success role within 12 months, based on business needs and performanceRequirements
10+ years in Customer Success , Account Management , or Enterprise Delivery in SaaS or enterprise techDemonstrated experience building or scaling CS functions at a startup or fast-growth companyProven success onboarding and expanding enterprise customers at scaleExecutive presence and ability to manage CIO / VP-level relationshipsAnalytical mindset with comfort using data to drive strategy and decision-makingStrong familiarity with tools like Gainsight, Salesforce, Rocketlane, Totango, etc.Excellent collaboration skills; thrives in a fast-paced, resource-constrained startup environmentHas lead and grown a customer success teamNOTE : Travel : expected range of 15-25% as neededBenefits
Why Join XOPS?
Make Your Mark : Build and lead the future of Customer Success at a high-growth SaaS companyCareer Growth : Clear path to Head of CS based on performanceCustomer-First Culture : Trusted relationships and rapid feedback loops define our workPowerful Product : Help enterprise IT teams automate and optimize with our platformCollaborative Team : Smart, humble teammates who value high impact over egoWhat We Offer
Meaningful equity participation in a high-growth, early-stage startupComprehensive healthcare, dental, and vision coverage401(k) retirement planOpportunity to work directly with CEO and executive team in shaping company strategyThe chance to be part of a revolutionary transformation in enterprise IT operationsFor this role, the salary range is $171,000 - $209,000 . The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.