[All remote jobs](https://jobicy.com/jobs.md)[![Tekmetric logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/f9f6e168-221.png)](https://jobicy.com/company/tekmetric.md)[Tekmetric](https://jobicy.com/company/tekmetric.md) # Director, 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/tekmetric.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished29 Sep 2026Apply before29 Oct 2026Listing views41Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Tekmetric is seeking a Director of Customer Success Operations to build the operating infrastructure for its approximately 70-person Onboarding & Professional Services organization. The role combines hands-on analytics, enablement, systems ownership, workflow design, and strategic partnership with the VP of Onboarding & Professional Services. Initially, the director will personally execute core operational work and later hire and lead an Enablement Manager and Data Analyst. Success depends on improving onboarding metrics, scaling the Vitally, Salesforce, and Gong ecosystem, and creating continuity across the post-sale customer lifecycle. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior builder role requiring the person to establish an operations function while directly solving analytical, enablement, process, and systems challenges. The scope spans a sizable customer-facing organization and requires executive-level influence alongside detailed individual-contributor execution. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$160,000US market range$140k–$190k0$209k AI insightNo actual salary was disclosed in the posting; the listed wellness and home-office amounts are benefits rather than pay. This is an estimated US yearly base-salary market range for a Director of Customer Success Operations in B2B SaaS, reflecting the role's leadership scope, hands-on buildout mandate, and responsibility for analytics, enablement, and customer-success systems. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Operations](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Operations.md)[Onboarding Operations](https://jobicy.com/jobs?search_keywords=Onboarding%20Operations.md)[Professional Services](https://jobicy.com/jobs?search_keywords=Professional%20Services.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[Operational Analytics](https://jobicy.com/jobs?search_keywords=Operational%20Analytics.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Vitally](https://jobicy.com/jobs?search_keywords=Vitally.md)[Gong](https://jobicy.com/jobs?search_keywords=Gong.md)[Enablement](https://jobicy.com/jobs?search_keywords=Enablement.md)[Process Improvement](https://jobicy.com/jobs?search_keywords=Process%20Improvement.md) Sample interview questionsHow would you diagnose and improve a declining time-to-live metric across the onboarding organization?I would first validate the metric definition and segment the data by customer profile, implementation type, COM, product configuration, and handoff source. I would pair quantitative findings with call reviews and team feedback to identify root causes, prioritize the highest-impact friction points, and establish an owner, target, and reporting cadence for each corrective action. Describe how you would build an enablement program before hiring a dedicated Enablement Manager. I would begin with a role-based competency map covering product knowledge, onboarding methodology, systems proficiency, and customer communication. I would create a lightweight curriculum with live sessions, recorded modules, practical simulations, certification checkpoints, and release-readiness updates, then use performance and learner feedback to refine it before transitioning ownership to the Enablement Manager. What dashboards would you prioritize for a 70-person onboarding and professional services team? I would prioritize a leadership dashboard for capacity, pipeline, time-to-live, kickoff completion, rebook rate, graduation rate, CSAT, and early-churn indicators. I would complement it with manager-level views of workload, aging milestones, risk flags, quality indicators, and adoption of required processes so leaders can take action rather than merely review results. How would you improve adoption of tools such as Vitally, Salesforce, and Gong? I would identify the few workflows where consistent data entry and tool usage directly improve customer outcomes or operating decisions, then simplify those workflows and make expectations explicit. Adoption would be reinforced through embedded enablement, manager inspection, useful reporting, automation where possible, and regular feedback loops to remove unnecessary administrative work. How do you balance strategic operations leadership with personally completing individual-contributor work? I use a clear operating cadence that protects time for urgent execution while reserving recurring blocks for strategy, stakeholder alignment, and documentation. I focus first on repeatable work with the greatest organizational leverage, build processes that others can eventually own, and use hiring plans and success metrics to transition myself out of recurring tactical tasks over time. Opportunity details ## About this role. About Tekmetric Tekmetric is the all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive – not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution – all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building shop management software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward – one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters – not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. 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 Why You’ll Love Working With Us Health & Wellness That Have You Covered: * Enjoy the flexibility of remote work * Competitive base salaries that reflect your value. * Generous Paid Time Off, because we know you do your best work when you’re well-rested. * Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. * Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. * Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. Investing in Your Future (and Present): * 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% – so your future self will thank you. * Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. * Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. * Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. * After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. * Keep growing with support for continuing education – we’re invested in your development. Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities! Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at [tekmetric.com/careers](http://tekmetric.com/careers). Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information[Fraudulent Job Offers](https://www.tekmetric.com/fraudulent-job-offers) Show more [Apply now >](https://jobicy.com/jobs/154237-director-customer-success-operations.md) > Annual salary information is not provided for this position. 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