Director Customer Success Operations

Director, Customer Success Operations at Rootstock Software

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Director, Customer Success Operations

• United States - %LABEL_POSITION_TYPE_REMOTE_ANY%
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• Director, Customer Success Operations
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About Rootstock:

Rootstock Software  provides the leading ERP for product companies, which empowers product manufacturers, wholesalers and distributors to turbocharge their operations by providing visibility and control of all demand, supply & capacity with low customization. Natively built on the Salesforce cloud platform, Rootstock is a modern, future-proof ERP: fresh user experience, no need for third-party integration and ready for AI-based decisioning. We invest in our customers' success by taking a human-first approach and not resting until every customer is delighted.

About the role:

Responsible for building and operating the Customer Success organization's reporting, data, process, and AI infrastructure required to manage Rootstock's growing multi-brand portfolio (Rootstock, Kenandy, and Ascent). The role owns foundational programs currently orchestrated by the SVP of Customer Success (account health, risk mitigation, expansion and retention forecasting, and executive reporting) and builds them into scalable systems. It owns the account intelligence layer, CRM data model, Voice of Customer programs, the segmentation and coverage model, tool administration, and cross-brand process standards across the customer success organization. It works cross-functionally with Support, Professional Services, Sales, Product, Rev Ops, and Finance to translate customer signal into action and to remove key-person dependency from the operating layer of the CS organization. The Director should bring deep, hands-on experience building repeatable and reliable business processes for a customer-facing function, Salesforce data-model fluency, program management discipline, and demonstrated experience building AI/LLM tooling for teamwide efficiency.

What you'll own:

• Account Intelligence: Build and operate the AI-native account intelligence layer (health model, VoC themes, risk and expansion signals) wired to CRM, conversation intelligence, product telemetry, and financial data.
• Reporting & Forecasting: Own the CS reporting cadence through board level, including expansion, renewal, and attrition forecasting, reconciled across all three brands.
• Data Model & Hygiene: Own CS data integrity across Rootstock, Kenandy, and Ascent - accounts, cases, opportunities, health scoring inputs, renewal data, and activity capture.
• Tooling & AI Enablement: Own the CS tool stack and lead evaluation, configuration, and rollout (in conjunction with Rev Ops); build the agent/skill library for CS and Support.
• Voice of Customer: Design and operate the customer feedback/survey program (NPS/CSAT), synthesize qualitative feedback into themes and risk signals, and own the structured feedback loop back to Product and Engineering.
• Coverage & Capacity: Own segmentation and the engagement model by tier, including tech-touch coverage, and the capacity model behind assignment and headcount planning.
• Process & Playbooks: Document team operating system and own the cross-functional seams (e.g., go-live transition, escalation paths, Professional Services scope and billable attach, CS enablement).
• Program Management: Run the Risk Council and other cross-functional forums tied to core CS deliverables; partner with the Director of Global Support on operational design and reporting through the nearshore transition.

What we're looking for:

• Demonstrated experience building and operating CS or customer-facing operations infrastructure (playbooks, templates, health measurement systems, reporting stacks, onboarding and enablement programs) at a B2B SaaS company.
• 5-7 years of experience required in Customer Success Operations, Revenue Operations, or Customer Success leadership within B2B SaaS. Manufacturing ERP or Salesforce-native product experience preferred.
• Hands-on fluency with AI-native tooling in a CS ops context (building or deploying LLM-powered workflows for customer intelligence, analytics, or process automation). Experience creating an operating system for a customer-facing function is strongly preferred.
• Salesforce data-model fluency at the field/schema level, plus strong analytical chops (modern BI tools, spreadsheets, etc.). Able to move from raw data to executive narrative without hand-off.
• Program management discipline and comfort operating cross-functionally without direct authority. This role influences Support, Success, Sales, Product, and Finance.
• Multi-brand portfolio experience and post-acquisition operational integration, with judgment about when to establish cross-brand standards and when to preserve local practice, preferred.
• Fully embracing and embodying Rootstock's core values: Trust, Resourcefulness, Ownership, and Collaboration.
• Bachelor's degree or equivalent experience.

The Basics

• Location: Remote, US-based

• Work Authorization: This position requires candidates to be authorized to work in the United States on a full-time basis. Rootstock is not able to sponsor, extend, or transfer work visas for this position now or in the future - this includes but is not limited to H-1B, TN, O-1, E-3, and OPT/STEM OPT extensions. Candidates who will require sponsorship at any point during their employment will not be considered.

• Compensation: Base salary, annual bonus, and a long-term incentive plan (LTIP).

• Base Salary: The anticipated salary range for this role is $170,000 to $ 200,000. Base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.

• Benefits:

• Time Off: Flexible time-off, 12 paid holidays, 10 sick days, volunteer time off, and paid parental leave.

• Recurring cell/Internet stipend

• 401(k) via Fidelity + 2% Employer annual matching

• Comprehensive healthcare with dental and vision coverage; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident & hospital indemnity.

Rootstock Software is an equal-opportunity employer. We evaluate all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected-veteran status, or any other characteristic protected by law.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job, and we encourage you to apply, even if you don't believe you meet every one of our qualifications described.

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