Director, Customer Success Operations

As the Director of Customer Success Operations, you are a business partner to the Customer Success team. You will drive excellence by identifying, developing, implementing, and improving business processes and initiatives, with a growing emphasis on leveraging AI and agentic technologies to scale operations and enhance customer engagement. You have both business and financial acumen, with a strong attention to detail and a natural intellectual curiosity that drives you to evaluate and adopt emerging technologies. You will contribute by shaping strategy, building & executing operational plans, driving key initiatives that translate to sales growth, and delivering on strategic & tactical ‘run-the-business’ imperatives. You are data-driven in your decision-making and energized by the opportunity to integrate AI-powered solutions into CS workflows. As a team, one of our guiding principles is continual process and tool improvement—including the adoption of AI and automation—to reduce administrative overhead for the teams we support and enable them to spend more time supporting Sumo Logic customers.

Job Responsibilities:

• Customer Retention and Expansion; forecasting; manage onboarding and adoption programs; develop sales tools & processes; create segmentation and coverage models.
• Facilitate QBRs (Quarterly Business Reviews); and maintain business metrics and reporting.
• Support Professional Services team via OpenAir; forecasting, bookings, KPIs.
• Validate, analyze, reconcile and summarize weekly, monthly, quarterly reports and metrics for leadership.
• Identify and resolve related data issues in SFDC, Gainsight, Clari, etc.
• Collaborate with business leaders and staff on analyzing reports and presenting findings.
• Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation and enablement.
• Identify and drive initiatives to streamline processes, reduce administrative overhead, and achieve business goals.
• Partner with leadership to define and adopt governance practices that support team and company objectives.
• Evaluate, pilot, and deploy AI and agentic solutions (e.g., AI-driven health scoring, automated playbooks, intelligent chatbots) to improve customer outcomes, accelerate time-to-value, and scale CS operations.
• Build and maintain an AI/automation roadmap for Customer Success, staying current with rapidly evolving technologies and proactively identifying opportunities to integrate them into existing workflows and customer touchpoints.
• Champion a data-driven culture by leveraging AI-powered analytics and predictive models to surface insights on customer health, churn risk, and expansion opportunities.

Requirements:

• 8-10+ years professional work experience, including at least 5 years experience working for a software services or consulting organization in the Customer Success Organization, and at least 3 years of management experience.
• Excellent understanding of Customer Success processes, key metrics and operational excellence.
• Analytical and problem-solving skills supported with Organizational and time management skills.
• Experience with cross-functional collaboration, building relationships, and driving success in a matrixed environment.
• You demonstrate the ability to scale and equip the business in a strategic manner, communicate big picture opportunities and make data-driven decisions
• You have an enthusiastic “roll up your sleeves” mentality
• You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
• Project management experience.
• Demonstrated experience with Google Suite, MS Excel, Salesforce.com, and comfortable with communicating over Slack.
• Prior experience with Looker or similar analytical software.
• Demonstrated interest and hands-on experience with AI technologies, automation platforms, or agentic tooling; ability to rapidly evaluate emerging solutions and translate them into operational value.
• Intellectually curious with a growth mindset; you stay on top of industry trends in AI, machine learning, and automation and are energized by applying new ideas to real business challenges.
• Excellent written and verbal communication skills.
• Bachelor’s Degree in Business Administration, Finance or Accounting or equivalent work experience.

Desirable:

• Prior experience with Gainsight, or other Customer Success software.
• An understanding of accounting principles, including knowledge of invoicing, revenue recognition, and bookings.
• Ability to analyze data and create complex, customized reports in Excel and other reporting tools.
• Positive, high-energy attitude, independent, and takes ownership of all tasks from start to finish.
• Experience implementing or managing AI/ML-driven tools in a Customer Success or Revenue Operations context (e.g., predictive churn models, automated engagement workflows, AI copilots for CSMs).
• Familiarity with LLM-based platforms, agentic AI frameworks, or workflow automation tools (e.g., Zapier, Workato, LangChain) and an understanding of how they can be applied to customer-facing operations.