Overview

We are looking for a Director of Customer Success Operations! In this position, you will report to the VP of the Customer team and are an integral part of the leadership team for the largest organization in the company. You will be an elite practitioner, owning and operating some of the most critical programs yourself, while mentoring and coaching a team of high impact professionals that are the turbo-chargers of scale in the Customer org.
Snapdocs is an early-stage technology platform, backed by blue-chip venture capital firms like Founders Fund, SV Angels, Sequoia Capital, F-Prime Capital and Y Combinator. We are tackling the $1.75 trillion U.S. mortgage market, developing modern software for an industry that still relies on fax machines and manila envelopes. We bring security, efficiency, and ultimately a better home buying experience to a paper-based pillar of the US economy. As we expand our product offering and tackle a broader swath of customers, we need to grow our team with smart, hungry, and curious people. That’s where you come in…
You will directly execute our vision of bringing speed to value for our lender and settlement service customers by implementing metrics and operational systems that are used to communicate, evaluate, and drive greater impact across the organization. You will have a team that operates as embedded business consultants, strategists, and program managers that embed with a functional leader to help design and deploy new processes for scale. Lastly, you will and act as a center of excellence on training and onboarding programs that accelerates the rate at which new teammates ramp up on our processes and the real-estate industry.
You know what it takes to build the system on which a world class Customer Success team operates. You have dug deep into data to inform your decisions, and have connected these insights back to clear business results. Above all, you are an influential people leader and your team has come to respect and trust you for your ability to simply communicate complex ideas, ask great questions, listen to various perspectives, and prescribe the best course of action.
Great candidates have at least 6 years in a SaaS, CS, and/or Ops roles, at least 2 of which were spent managing a team at a scaling company. But we know capability doesn’t always track experience – check out the expectations below to gauge if you’ll be a fit. This is a fast paced team and you’ll hit the ground running!
Snapdocs’ culture is one that strongly values diversity and drive. We want to work with people from different backgrounds and different paths in life. We provide a range of excellent benefits from the standard stuff (401(k), free lunches, excellent health benefits) to the not so standard (4 weeks and a day of vacation! 4% match on 401(k)!, and a 10 year exercise window on your options!!).
Responsibilities:
Within 45 days
Work with Customer Success leadership to define critical business metrics
Direct reporting relationship for teammates, with responsibility for performance management and hiring
Provide critical guidance and vision for these newly forming functions
Within 90 days
Design, implement and support automated reporting of agreed metrics
Take over our metrics meeting and work with Customer team functional leaders to understand and act on their data
Identify, scope and begin implement initiatives to improve success productivity, including technical training, operational customer experience management, and ongoing processes with key partners such as product (bugs, feedback), sales (handoffs) finance (capacity planning and forecasting) and legal (renewals/deal desk).
Assist in setting and own measurement for goals across the Customer org
Develop a staffing plan incorporating allocated resources from other teams and identify direct hiring needs
Own deployment, configuration, and vendor management of operational systems for customer success, e.g. project management and customer success tools.
Beyond
Manage execution and maintain enablement programs e.g., implementation methodology, teammate onboarding, renewal strategy playbooks, account planning, customer feedback
Identify, scope and build business case for new capabilities required to scale, e.g. training, new technology deployment
Own the production and dissemination of core Customer team metrics and recommend adjustments to their definition as necessary
Be a major contributor to Success leaders when their organizations are undergoing major change, e.g. new product/service offering, customer segmentation
Prioritize and continuously improve cross-functional programs as business needs expand