Director, Customer Success Operations (mfd)

Were looking for a Director Customer Success Operations to be the operational engine behind our fast-scaling CS organisation. Reporting to the VP of Revenue Operations youll partner closely with CS leadership and cross-functional stakeholders to deliver the data insights and planning needed to drive customer adoption upsell and retention.

This is a hands-on leadership role where youll oversee the CS Ops team improve forecasting and planning and build proactive reporting frameworks that move beyond reactive reporting. Youll help Mews scale with confidence enabling leaders to make better faster decisions grounded in accurate data and strong predictive analysis.

Your mission should you choose to accept it

• Drive insights and strategic decision-making by turning data into proactive recommendations for CS leaders
• Lead the development of data-driven processes including upsell reporting ICP design and target account selection
• Own and evolve forecasting processes for renewals and upsells partnering with FP&A on long-term planning
• Collaborate with Deployment Customer Success Experience and Support leaders to optimise the post-sale journey
• Create reporting frameworks and dashboards tailored to reps managers and executives
• Manage and develop the CS Ops team raising the bar for analysis insight and stakeholder impact
• Improve processes and tooling to reduce manual effort increase forecast accuracy and streamline operations
• Partner cross-functionally with Sales Ops RevOps Data & Systems and GTM leadership to align on shared priorities

Youll be a great fit if you bring a few of the below with you

• Extensive experience leading in CS Ops Sales Ops or Revenue Operations with a proven track record in analytics and planning
• Strong business acumen and ability to partner strategically with senior CS and GTM leaders
• Proven team leadership experience building high-performing ops or analytics teams
• Expertise in Salesforce and reporting tools (e.g. Power BI) with the ability to design scalable frameworks
• Forecasting experience ideally across renewals and upsell motions in a SaaS environment
• Comfortable working in complex fast-scaling organisations (100 stakeholders) with enterprise-to-midmarket reach
• Strong communication influencing and stakeholder management skills able to hold your own with senior leaders
• Hands-on approach with data balanced with the ability to think and act strategically

Required Experience: Director

Key Skills

• Employee Relations
• Employee Evaluation
• Management Experience
• Profit & Loss
• Conflict Management
• Operations Management
• Project Management
• Budgeting
• Leadership Experience
• Supervising Experience
• Leadership management
• Financial Planning

Employment Type: Full Time

Experience: years

Vacancy: 1

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