[Remote] Director, Customer Success Operations (Sales Operations)

Note: The job is a remote job and is open to candidates in USA. Semrush is a brand visibility platform that empowers marketers to command their online presence. They are seeking a Director of Customer Success Operations to define the operational framework for the Customer Success organization, ensuring high performance and alignment with executive leadership.ResponsibilitiesDesign and implement a scalable Customer Success operating model, including segmentation, coverage, and engagement strategyCreate standard operating procedures that drive consistency and qualityBuild and run a consistent operating cadence across the CS organization, including weekly, monthly, and quarterly rhythmsDefine, refine, and operationalize key performance indicators such as retention, churn, expansion, and product adoptionEnsure metrics are clearly understood and tied to team behaviors and outcomesDevelop dashboards, reporting, and forecasting frameworks that support decision-makingTranslate data into clear, actionable insights for CS leadership and executive stakeholdersIdentify opportunities to improve efficiency, productivity, and customer outcomesAct as a trusted advisor to Customer Success leadershipSupport planning cycles, including annual planning, capacity modeling, and account segmentationBring structure and clarity to ambiguous problems and drive alignment across stakeholdersPartner with IT to optimize the CS tech stack, including CRM and customer success platformsEnsure data integrity and consistency across systems that support the customer journeyEvaluate and implement tools as the organization scalesWork closely with Sales, Product, Marketing, and Finance to ensure a seamless customer experienceAlign on handoffs, shared metrics, and revenue goalsHelp connect strategy to execution across teamsHire and develop Customer Success Operations talent over timeFoster a culture of accountability, curiosity, and continuous improvementSkills5-7 years of experience in Operations, Revenue Operations, or Customer Success Operations, with a meaningful portion of that time directly supporting Customer Success or post-sale functionsExperience operating at a Director level or equivalent scope, with ownership over planning, performance, and cross-functional initiativesTrack record of building or significantly maturing Customer Success operational frameworks, not just maintaining existing systemsExperience in B2B SaaS or a recurring revenue business model, ideally in a scaling environmentDemonstrated ability to partner with senior leadership and influence decisions that impact company performanceClear point of view on what effective Customer Success organizations look like and how to build toward that standardComfortable operating at both the strategic and execution levelAbility to bring structure and direction to evolving environmentsHands-on experience with CRM systems such as Salesforce and Microsoft DynamicsExperience with Customer Success platforms such as Gainsight or TotangoStrong reporting and analytics experience, including TableauAbility to turn data into clear narratives that drive decisionsStrong communicator with the ability to influence senior stakeholdersComfortable with challenging assumptions and driving alignment across teamsHigh level of ownership and accountabilityWilling to be hands-on and execute where neededThrives in environments where not everything is fully definedBalances speed with building durable, scalable solutionsBenefitsPerformance-based bonus, typically ranging from $56,212 to $85,442, based on target performanceEligible for additional equity compensationLife insuranceLow cost medical, dental, and vision plansAccidental death and dismemberment (AD&D) insuranceDependent Care Savings Accounts and Flexible Spending AccountsHealth Savings AccountShort-term and long-term DisabilityEmployee Assistance ProgramEmployee Resource GroupsPaid parental leaveRelief FundTravel coverageInternational Locations• Compensation ranges for this role outside of the United States may differ and will be determined based on local market benchmarks, compensation practices, and applicable regulations.Company OverviewSEMrush is an online visibility management and content marketing SaaS platform. It is a sub-organization of ProCubiz Infotech. It was founded in 2008, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.semrush.com.Company H1B SponsorshipSemrush has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.