Director Customer Success Operations
We’re seeking a strategic and execution-focused Director of Customer Success Operations to help define the direction and framework of our global Customer Success organization. This leader will be responsible for shaping the team’s structure, processes, and tools to drive scalable success for our enterprise customers.
This is a player-coach role: you’ll actively lead Customer Success Managers (CSMs) while also architecting the operational infrastructure needed for the team’s long-term growth. You’ll define the operational strategy, lead tooling adoption, and ensure that the team is set up to proactively deliver value to our customers.
Responsibilities
Define the Strategy and Vision for Customer Success: Partner with the VP of Customer Success to shape the direction, structure, and mission of the CS function.
Lead and Manage the CSM Team: Oversee day-to-day execution, provide coaching, and develop team members to deliver exceptional customer outcomes.
Design Scalable Processes: Build and refine operational processes to support growth and improve efficiency, consistency, and predictability.
Customer Success Tooling Ownership: Evaluate, select, implement, and optimize Customer Success platforms (e.g., Gainsight, Totango, or similar) to drive automation, insights, and proactive engagement.
Operational Excellence: Define key KPIs, metrics, and dashboards to monitor customer health, drive renewals, and flag expansion opportunities.
Cross-Functional Leadership: Collaborate closely with Sales, Support, Product, and Engineering to ensure customer feedback drives product improvements and commercial outcomes.
Player-Coach Leadership: Lead by example, directly engaging with key customers as needed to model best practices and ensure critical accounts are supported.
Qualifications
8+ years of experience in Customer Success leadership, with 3+ years directly managing Customer Success teams in fast-growing technology companies (startup or scale-up experience strongly preferred).
Operational and strategic mindset—experience designing CS organizations and tooling frameworks.
Expertise in Customer Success platforms and CRM systems; strong experience evaluating and optimizing tool usage.
Proven success in coaching and developing teams; track record of building high-performance cultures.
Strong analytical skills with the ability to use data to drive decisions and demonstrate business impact.
Experience with enterprise customers, complex onboarding, and success planning.
Exceptional communicator with the ability to influence across all levels of the organization.
The anticipated base salary range for this role is 130,000 - $150,000GPB. Actual compensation will be determined by several factors including, but not limited to, level of professional/education experience, skills/abilities, internal equity, and budgetary considerations. In addition, Hammerspace offers a broad range of health plans for medical, dental, vision, life and disability. We also offer 401k plans and flexible time of
Please send your resume to careers@hammerspace.com
Hammerspace is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
Notice to Recruiters and Staffing Agencies:
Agencies are hereby specifically directed not to contact Hammerspace employees directly in an attempt to present candidates. To protect the interests of all parties, Hammerspace will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Hammerspace will be considered Hammerspace property. Hammerspace will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Hammerspace will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.
Agency must obtain advance written approval from Hammerspace’s recruiting function to submit resumes, and then only in conjunction with a valid fully-executed contract for service and in response to a specific job opening. Hammerspace will not pay a fee to any Agency that does not have such agreement in place.
About the job
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Director Customer Success Operations
We’re seeking a strategic and execution-focused Director of Customer Success Operations to help define the direction and framework of our global Customer Success organization. This leader will be responsible for shaping the team’s structure, processes, and tools to drive scalable success for our enterprise customers.
This is a player-coach role: you’ll actively lead Customer Success Managers (CSMs) while also architecting the operational infrastructure needed for the team’s long-term growth. You’ll define the operational strategy, lead tooling adoption, and ensure that the team is set up to proactively deliver value to our customers.
Responsibilities
Define the Strategy and Vision for Customer Success: Partner with the VP of Customer Success to shape the direction, structure, and mission of the CS function.
Lead and Manage the CSM Team: Oversee day-to-day execution, provide coaching, and develop team members to deliver exceptional customer outcomes.
Design Scalable Processes: Build and refine operational processes to support growth and improve efficiency, consistency, and predictability.
Customer Success Tooling Ownership: Evaluate, select, implement, and optimize Customer Success platforms (e.g., Gainsight, Totango, or similar) to drive automation, insights, and proactive engagement.
Operational Excellence: Define key KPIs, metrics, and dashboards to monitor customer health, drive renewals, and flag expansion opportunities.
Cross-Functional Leadership: Collaborate closely with Sales, Support, Product, and Engineering to ensure customer feedback drives product improvements and commercial outcomes.
Player-Coach Leadership: Lead by example, directly engaging with key customers as needed to model best practices and ensure critical accounts are supported.
Qualifications
8+ years of experience in Customer Success leadership, with 3+ years directly managing Customer Success teams in fast-growing technology companies (startup or scale-up experience strongly preferred).
Operational and strategic mindset—experience designing CS organizations and tooling frameworks.
Expertise in Customer Success platforms and CRM systems; strong experience evaluating and optimizing tool usage.
Proven success in coaching and developing teams; track record of building high-performance cultures.
Strong analytical skills with the ability to use data to drive decisions and demonstrate business impact.
Experience with enterprise customers, complex onboarding, and success planning.
Exceptional communicator with the ability to influence across all levels of the organization.
The anticipated base salary range for this role is 130,000 - $150,000GPB. Actual compensation will be determined by several factors including, but not limited to, level of professional/education experience, skills/abilities, internal equity, and budgetary considerations. In addition, Hammerspace offers a broad range of health plans for medical, dental, vision, life and disability. We also offer 401k plans and flexible time of
Please send your resume to careers@hammerspace.com
Hammerspace is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
Notice to Recruiters and Staffing Agencies:
Agencies are hereby specifically directed not to contact Hammerspace employees directly in an attempt to present candidates. To protect the interests of all parties, Hammerspace will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Hammerspace will be considered Hammerspace property. Hammerspace will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Hammerspace will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.
Agency must obtain advance written approval from Hammerspace’s recruiting function to submit resumes, and then only in conjunction with a valid fully-executed contract for service and in response to a specific job opening. Hammerspace will not pay a fee to any Agency that does not have such agreement in place.