Director of Operations Customer Success

Job Description

Job Description

Salary :

About Prometheus Group :

Prometheus Group is a team of self-starters centered on being resourceful, accountable, and results focused. Career progress is based on merit and not years of service or attaining certifications. Our drive and dedication to creating great products for our global customers are at the heart of all we do! In joining Prometheus, you will become a part of the largest global provider of comprehensive enterprise asset management (EAM) software solutions that support the management life cycle for equipment maintenance and operations.

Role Overview :

We are seeking a strategic, systems-minded, and people-focused Director of Operations Customer Success to scale and optimize our global Customer Success (CS) function. This role is ideal for someone who thrives at the intersection of process, technology, and people. You will lead the development of CS infrastructure, tools, and analytics, while also mentoring team members, owning a small portfolio of strategic accounts, and supporting executive-level initiatives that drive customer-centric growth.

Key Responsibilities :

Operational Strategy & Execution

• Design and implement scalable CS processes, playbooks, and engagement models.
• Develop, document, and continuously refine standardized processes and methodologies for Customer Success operations, ensuring consistency and scalability across global teams.
• Champion the adoption of best practices in customer lifecycle management by implementing structured methodologies for onboarding, engagement, renewal, and expansion.
• Define and track KPIs, health scores, and success metrics to drive performance.
• Build Power BI dashboards and reporting frameworks to monitor customer health, risk, and growth opportunities.
• Support strategic planning and reporting for CS and Executive leadership.
• Own and optimize the CS tech stack, including Power BI, Salesforce, Asana, Atlassian, High-Spot, Intact / Sage, Team Support, and OpenAir.
• Drive system integration, automation, and data integrity across platforms.
• Provide executive-level insights to support decision-making and cross-functional alignment.

Qualifications :

Benefits Overview

We offer an attractive benefits program to meet the diverse needs of our teammates :

Prometheus Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.