[All remote jobs](https://jobicy.com/jobs.md)Open role[![Securly logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5ea999f7-221.png)](https://jobicy.com/company/securly.md)Remote opportunity at[Securly](https://jobicy.com/company/securly.md) # Director of Customer Success Operations Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/securly.md)Share11 Aug 2026Published62Listing views3Application actions11 Sep 2026Apply before Opportunity details ## About this role. AI SummarySecurly, a K-12 edtech leader in AI-powered student safety, is seeking a Director of Customer Success Operations to lead post-sale customer journey systems, processes, and teams. This remote role involves managing a CS Ops and Renewals team, owning the Vitally platform, and driving scalable playbooks for renewals, health scoring, and dashboards. The ideal candidate has 3+ years of leadership in CS Ops or RevOps, with a track record of scaling tools and AI-driven automation. Success is measured by improved renewals efficiency, forecast accuracy, and retention targets within the first year. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 4/5IndependentCollaborative AI insightThis role requires strategic leadership, cross-functional collaboration, and deep technical expertise in CS platforms like Vitally, making it challenging but not entry-level. The expectation to build AI-driven processes and scale operations adds complexity. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$155,000US market range$110k–$200k0$220k AI insightThe salary range for this Director-level remote role is not explicitly provided, but based on US market data for similar CS Operations leadership positions, the median falls around $155,000. The offered compensation is likely competitive, given the strategic scope and leadership responsibilities, typically ranging from $110,000 to $200,000 depending on experience and company scale. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Operations](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Operations.md)[Renewals Management](https://jobicy.com/jobs?search_keywords=Renewals%20Management.md)[Vitally](https://jobicy.com/jobs?search_keywords=Vitally.md)[Salesforce Integration](https://jobicy.com/jobs?search_keywords=Salesforce%20Integration.md)[Team Leadership](https://jobicy.com/jobs?search_keywords=Team%20Leadership.md)[Data-Driven Strategy](https://jobicy.com/jobs?search_keywords=Data-Driven%20Strategy.md)[AI Automation](https://jobicy.com/jobs?search_keywords=AI%20Automation.md)[Process Optimization](https://jobicy.com/jobs?search_keywords=Process%20Optimization.md)[Health Scoring](https://jobicy.com/jobs?search_keywords=Health%20Scoring.md)[GTM Systems](https://jobicy.com/jobs?search_keywords=GTM%20Systems.md) Cover letter sampleDear Hiring Manager, I am excited to apply for the Director of Customer Success Operations role at Securly. With over 5 years of experience leading CS Operations and Renewals teams, I have a proven track record of scaling customer success platforms, driving data-informed decision-making, and implementing automation to improve retention. Your focus on AI-powered student safety deeply resonates with my passion for using technology to create meaningful impact. In my previous role, I led the adoption of a CS platform, improved health scoring accuracy, and increased renewal efficiency by 25% through streamlined workflows and team enablement. I thrive in builder environments, turning ambiguous processes into scalable, repeatable systems. I am particularly drawn to Securly's mission and the opportunity to shape the next chapter of your CS operations. I look forward to discussing how my leadership and operational expertise can help Securly accelerate growth and customer success. Thank you for your consideration. Sincerely, Jane Doe Copy Sample interview questionsCan you describe your experience scaling a Customer Success Operations function and the specific outcomes you achieved?In my previous role, I inherited a manual renewals process and a fragmented CS platform. I implemented a structured health scoring model, automated renewal workflows, and introduced a weekly forecasting cadence. Within 12 months, we improved renewal efficiency by 30%, reduced churn by 15%, and provided leadership with real-time dashboards that became the single source of truth for retention. How would you approach auditing and optimizing our Vitally implementation in the first 90 days? I would start by mapping the current customer journey and identifying data quality gaps. I'd conduct stakeholder interviews with CS, Sales, and Renewals to understand pain points. Then, I'd prioritize quick wins like cleaning up health score rules, building executive dashboards, and automating renewal task assignments. I'd measure baseline metrics and set up a feedback loop for continuous improvement. How do you balance data-driven decision-making with the need for human judgment in customer success? Data provides the 'what' and 'why,' but human judgment adds context. I use health scores to identify at-risk accounts, but then encourage CSMs to have conversations with those customers to understand the underlying story. My approach is to use data to trigger actions and escalate, but always pair it with qualitative insights to make informed decisions. Describe a time you implemented AI or automation in a CS context. What was the impact? I introduced an AI-powered churn prediction model that analyzed usage patterns and support tickets to flag accounts at risk. Combined with automated playbooks that triggered targeted outreach, we reduced churn by 18% in six months. The key was ensuring the AI model was trained on historical data and refined with feedback from CSMs. How would you build a career development path for a team of renewals specialists and ops managers? I would start by defining clear competencies for each role and mapping out progression paths. For renewals specialists, that might include paths to senior renewals manager, CSM, or team lead. I'd implement regular 1:1s with personalized development plans, offer cross-training opportunities, and provide mentorship. Success would be measured by both performance and employee satisfaction. ## About Securly Securly is the K-12 market leader in AI-powered student safety and wellness solutions, protecting more than 20 million students across 20,000+ schools. Our mission is to create safer, more supportive learning environments by detecting potential harm, supporting student mental health, and empowering educators with actionable insights that help students thrive. By turning data into meaningful, actionable intelligence, Securly enables schools to identify risk earlier, reduce harmful incidents, and strengthen student support — driving measurable improvements in safety and wellbeing. We’re proud to be recognized as a Top Place to Work, named to TIME’s America’s Top EdTech Companies 2026 list, a Top 40 Most Used EdTech, and one of the 150 most transformational growth companies. ## The Role Securly is looking for a Director, Customer Success Operations to lead the systems, processes, and people behind our entire post-sale customer journey. You’ll lead our CS Ops and Renewals function – a CS Ops Manager, a CS Ops Specialist, and a team of Renewals Specialists – and own Vitally, our Customer Success platform, as the operational backbone of the business. This is a builder’s role. Vitally has been live for about a year, and the next chapter is yours to write: deepening adoption, sharpening health scoring, automating renewals workflows, and turning good instincts into a repeatable, data-driven system that scales. You’ll be the operational thought partner to CS executives – using data and process design to make sure customer growth and success directly fuel Securly’s growth. Location: Remote (U.S.) Type: Full-Time, Exempt Reports to: SVP, Customer Success ## What Success Looks Like In your first 90 days, you’ll get under the hood – auditing our Vitally configuration, current CS Ops and renewals workflows, and team structure. You’ll build real relationships with your team and ship your first wave of improvements: sharper health scoring, better dashboards, and a more programmatic renewals process. By 6 months, you’re driving measurable gains – better renewals efficiency, stronger forecast accuracy, and dashboards that CS and company leadership actually rely on to run the business. By your first year, you own a mature CS Ops and Renewals function that consistently meets or exceeds retention targets, backed by a trained, accountable team and a Vitally instance that scales with Securly’s growth. ## What You’ll Do Lead the team * Hire, coach, and manage a team of a CS Ops Manager, a CS Ops Specialist, and Renewals Specialists – setting clear goals and holding the team accountable to them * Structure team capacity and coverage to match renewal volume and customer segmentation * Build a real growth path for your team, from onboarding through career development Own the process * Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey * Own the end-to-end renewal process – timely, accurate, and built to minimize churn * Design and run a programmatic renewals process suited to a high-volume, complex customer base Turn data into decisions * Own customer health scoring, tracking, and measurement across the install base * Define and build the dashboards CS and executive leadership use to manage the business * Surface customer insights to Product, Support, and Sales to drive real improvements Build the tech stack * Serve as the internal owner of Vitally – driving adoption, configuration, and continuous optimization * Identify, build, and implement Agentic AI and automation that genuinely moves the needle on CS Ops and renewals outcomes * Manage the broader tech stack, including integrations with Salesforce and other GTM systems ## What We’re Looking For * 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team – this is a leadership track record, not an individual-contributor background, with proven experience scaling CS tools, systems, and AI * Real examples of scaling a CS Ops function – taking a team, process, or system from early-stage to measurably better performance, with strong examples of building tools, systems, and process, and applying AI * Hands-on experience building tech, systems, and automation – you’ve architected workflows, integrations, or automation inside a CS platform (Vitally, Gainsight, Totango, ChurnZero, or similar) and a CRM like Salesforce or HubSpot, not just used tools someone else set up * Applied experience with Agentic AI and automation – you’ve actually built or implemented AI-driven workflows (like automated health scoring or renewals triage), not just explored the space * A track record of building and coaching a team, with strong data analytics skills and fluency in core SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT) * Strong project management skills and the ability to manage multiple cross-functional initiatives at once * Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus ## Why You’ll Love Working at Securly * Meaningful impact – build the operational engine behind a company that helps protect millions of students * People-first culture – consistently recognized as a Top Place to Work * Remote-first flexibility – work from home with a supportive, distributed team * Real ownership – shape a growing platform and team, not maintain someone else’s system * Mission-driven work – what you build directly supports student safety and wellbeing ## Benefits & Perks * Competitive salary up to $165K with performance incentives * Medical, dental, and vision coverage * 401(k) with employer match * 12 weeks of fully paid parental leave * Unlimited PTO, paid holidays, and a paid one-week year-end shutdown * $1,000 annual professional development stipend * Free mental health resources and Employee Assistance Program ## Equal Opportunity Employer Securly is committed to building a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, or any other legally protected characteristic. Accommodations are available throughout the hiring process – just let us know at [recruitment.us@securly.com](mailto:recruitment.us@securly.com) #LI-Remote #LI-DO1 Show more [Apply now >](https://jobicy.com/jobs/150474-director-of-customer-success-operations.md) > Annual salary information is not provided for this position. 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