Director, Customer Success Operations

About the Role

Tekmetric is building the operating system for the modern auto repair shop - and the Onboarding & Professional Services team is how we make that real for every new customer. As Director, Customer Success Operations, you'll be the operational engine behind a ~70-person team and the systems they use every day.

This is a builder role. In the near term, you'll own the work directly - running analytics, standing up enablement programs, and designing processes hands-on. Over time, you'll hire and develop the team around you, starting with an Enablement Manager and a Data Analyst. You'll report directly to the VP of Onboarding & Professional Services and sit at the intersection of data, tooling, and team performance.

If you love turning messy operational questions into clear answers, and you get energy from building the infrastructure that makes customer-facing teams great, this role is for you.

What You'll Own

Team Leadership & Development

• Build and lead a CS Operations team over time, starting with two planned hires: an Enablement Manager and a Data Analyst - roles you'll own directly before hiring into them
• Recruit, develop, and retain top operational talent as the team scales
• Model a culture of clarity, accountability, and continuous improvement

Analytics & Insights

• Own the metrics and reporting layer for the onboarding org - kickoff completion rate, rebook rate, time-to-live, graduation rate, CSAT, and early-churn indicators
• Identify friction points and opportunities through product usage data, Vitally data, and Salesforce reporting
• Surface actionable insights to the VP and team managers on a regular cadence - not just dashboards, but recommendations

Enablement

• Design and run the internal training program for COMs and managers before transitioning ownership to a dedicated Enablement Manager hire
• Ensure the team stays current on product releases, system changes (Vitally, Salesforce, Gong), and process updates
• Partner with cross-functional teams (Product, Support, Training) to translate external changes into internal readiness

Process & Systems

• Own the operational design of the onboarding workflow - from AE-to-COM handoff through the hypercare-to-CS graduation handoff
• Drive adoption and optimization of the CS tech stack, primarily Vitally, Salesforce, and Gong
• Identify and eliminate manual processes; build playbooks, automations, and SOPs that scale
• Partner with internal ops stakeholders on data infrastructure, billing integrations, and tooling decisions

Cross-Functional Partnership

• Serve as an operational partner to the Customer Success (CSM) team - sharing data, insights, playbooks, and process frameworks that support the full post-sale customer journey
• Help ensure continuity between the onboarding handoff and the CS team's retention motion, surfacing patterns that affect both sides of the customer lifecycle
• Collaborate with CS leadership on shared tooling, reporting, and enablement needs where applicable

Strategic Support

• Serve as a thought partner to the VP on OKR development, capacity planning, and org design
• Help translate business goals into measurable operational programs
• Contribute to cross-functional initiatives with Sales, Customer Success, and Product

What We're Looking For

• 6+ years in customer success operations, revenue operations, or a related field - ideally in B2B SaaS
• 3+ years managing or leading teams
• Strong analytical chops - you're comfortable pulling data, building dashboards, and translating numbers into decisions
• Experience designing or owning internal enablement or training programs
• A systems thinker who can map a process end-to-end and spot where things break
• Clear communicator - equally comfortable presenting to the VP and writing a SOP for an individual contributor
• Comfortable doing the IC work first and building the team around you over time - you don't need a fully staffed org to be effective

Nice to Have

• Experience in a vertical SaaS environment or with SMB customers
• Familiarity with onboarding or professional services motions (not just CS post-onboarding)
• Experience building or managing a customer success platform
• AI tooling experience - using AI to enhance analytics, automate workflows, or support coaching