Director, Customer Success Operations

BILLDraper, Utah, United States

30+ days ago

Salary

$163,200.00–$204,000.00 yearly

Job description

As the Director, Customer Success Operations, you will lead a team of Customer Success analysts and systems experts to understand and enhance BILL’s customer lifecycle. In this role, you'll be responsible for analyzing complex business problems and architecting scalable solutions, collaborating with Customer Success and Marketing teams, and cross-functional teams to create scalable systems, and processes. As a Director, you will manage various operational initiatives, serve as a strategic partner to business and technology teams, and drive innovation across Customer Success, Sales, and Marketing teams. You’ll be expected to develop processes, deploy technology needs, and monitor department metrics.

Key responsibilities :

Partner with Enablement, Engineering, GTM Systems, Product, Marketing, Revenue Strategy, Sales Leadership, BI, and Finance to represent the needs of the Success Organization including project intake, handoffs, and prioritization
Drive forward the Customer Success Organization’s vision through strategic partnership and alignment with CS leadership and cross-functional partners.
Design, maintain, and deliver the CS Operations roadmap ensuring results are aligned with Business Objects
Partner with technical teams in Support and Engineering to represent the Customer Experience to drive enhancement requests that influence account level enhancements and the overall product roadmap
Monitor customer health and engagement, internal staffing ratios, and retention to inform forecasting models
Manage operating rhythm for internal and external meetings including quarterly EBRs and account check-ins
Oversee tool and system needs for the Customer Success team including business requirements, vendor demos, implementation, and ongoing maintenance
Foster a culture of growth and innovation across the Customer Success Operations team.

We’d love to chat if you have :

Extensive experience leading Operations teams

Extensive experience in Program Management, Process Improvement, and employee management

Strong passion for driving growth through technology, process, and innovation.

Outstanding skills in partnering with Product, Revenue and Marketing leadership to drive growth.

Hands-on expertise in a Customer Relationship Management Tool and Success Tools like Gainsight

Some data analysis experience

Ability to communicate with executive level stakeholders

10 plus years of Operations experience

The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes : medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range

163,200 — $204,000 USD

Let’s talk about benefits

100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)

HSA & FSA accounts

Life Insurance, Long & Short-term disability coverage

Employee Assistance Program (EAP)

11+ Observed holidays and wellness days and flexible time off

Employee Stock Purchase Program with employee discounts

Wellness & Fitness initiatives

Employee recognition and referral programs

And much more

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our for each location and discover BILL.