Director, Customer Success Operations (Sales Operations)

Semrush is a brand visibility platform, empowering marketers to command their online presence and create measurable impact. We unify SEO authority and AI visibility, so brands are found, cited, and chosen everywhere search happens. That's how Semrush gained the trust of over 28 million users—from scaling startups to Fortune 500 companies.About The OpportunityThe Sales team is at the forefront of empowering businesses to achieve online visibility and digital marketing success. Through our selling approach and world-class enablement programs, we equip our team with the tools, resources, and training. This is how we keep delivering meaningful results for our customers.Joining The Sales Team Also MeansFast forward and continuous career growth: the highest rate of promotions within the organizationA team spread across 40+ locations around the globeOffline and online bootcamps as part of our onboarding processPresident's club—an opportunity to celebrate exceptional results and reward top performers in high-class vacation destinationQuota attainment has been recognized as higher than market average, according to RepVueUncapped commissionsAbout Your Future TasksWe're looking for a Director of Customer Success Operations to bring structure, clarity, and insight to our Customer Success organization. This role reports directly to the VP of Revenue Operations and will serve as a key partner in shaping how the CS function operates and scales.This is a hands-on leadership role for someone who understands what strong looks like from experience and is equally comfortable building toward it. You will define the operational framework, establish the right rhythms and KPIs, and ensure the organization has the visibility and discipline needed to perform at a high level.This is an opportunity to define and shape the operational backbone of the Customer Success organization while partnering closely with executive leadership. The role has a direct impact on customer outcomes, retention, and long-term growth.Build the Operational Foundation, Operating Cadence, and KPIsDesign and implement a scalable Customer Success operating model, including segmentation, coverage, and engagement strategyCreate standard operating procedures that drive consistency and qualityBuild and run a consistent operating cadence across the CS organization, including weekly, monthly, and quarterly rhythmsDefine, refine, and operationalize key performance indicators such as retention, churn, expansion, and product adoptionEnsure metrics are clearly understood and tied to team behaviors and outcomesDrive Insight and PerformanceDevelop dashboards, reporting, and forecasting frameworks that support decision-makingTranslate data into clear, actionable insights for CS leadership and executive stakeholdersIdentify opportunities to improve efficiency, productivity, and customer outcomesStrategic Business PartnershipAct as a trusted advisor to Customer Success leadershipSupport planning cycles, including annual planning, capacity modeling, and account segmentationBring structure and clarity to ambiguous problems and drive alignment across stakeholdersSystems and Tools DesignPartner with IT to optimize the CS tech stack, including CRM and customer success platformsEnsure data integrity and consistency across systems that support the customer journeyEvaluate and implement tools as the organization scalesCross-Functional Alignment & TeambuildingWork closely with Sales, Product, Marketing, and Finance to ensure a seamless customer experienceAlign on handoffs, shared metrics, and revenue goalsHelp connect strategy to execution across teamsHire and develop Customer Success Operations talent over timeFoster a culture of accountability, curiosity, and continuous improvementAbout YouOperator MindsetClear point of view on what effective Customer Success organizations look like and how to build toward that standardComfortable operating at both the strategic and execution levelAbility to bring structure and direction to evolving environmentsAnalytical and Technical StrengthHands-on experience with CRM systems such as Salesforce and Microsoft DynamicsExperience with Customer Success platforms such as Gainsight or TotangoStrong reporting and analytics experience, including TableauAbility to turn data into clear narratives that drive decisionsBusiness PartnershipStrong communicator with the ability to influence senior stakeholdersComfortable with challenging assumptions and driving alignment across teamsHigh level of ownership and accountabilityBuilder MentalityWilling to be hands-on and execute where neededThrives in environments where not everything is fully definedBalances speed with building durable, scalable solutionsQualifications5-7 years of experience in Operations, Revenue Operations, or Customer Success Operations, with a meaningful portion of that time directly supporting Customer Success or post-sale functionsExperience operating at a Director level or equivalent scope, with ownership over planning, performance, and cross-functional initiativesTrack record of building or significantly maturing Customer Success operational frameworks, not just maintaining existing systemsExperience in B2B SaaS or a recurring revenue business model, ideally in a scaling environmentDemonstrated ability to partner with senior leadership and influence decisions that impact company performanceAbout The PerksStrong product-market fit recognized by RepVueHigh earning potential with clear quota attainment visibilityLife insuranceLow cost medical, dental, and vision plansAccidental death and dismemberment (AD&D) insuranceDependent Care Savings Accounts and Flexible Spending AccountsHealth Savings AccountShort-term and long-term DisabilityEmployee Assistance ProgramEmployee Resource GroupsPaid parental leaveRelief FundTravel coverageA Little More About The CompanySemrush is the leading brand visibility platform, empowering marketers to command their online presence and create measurable impact.Built on the industry's most expansive proprietary dataset, Semrush delivers AI-driven insights across GEO, SEO, Agentic Search Optimization, content marketing, paid media, and social strategy. The company was founded in 2008 and is headquartered in Boston, MA with a global presence across North America, Europe and Asia.We've built something people are proud to be part of. And the awards agree: Great Place to Work, DEI Workplace, Diversity Champion Award, International Inclusion Award, Most Women Friendly Employers, Best Place for Working Parents. All thanks to 1700+ employees who build the company every day.About Our Diversity, Equity, And Inclusion CommitmentsSemrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don't 100% match all requirements, don't be discouraged to apply! We are committed to ensure that everyone feels a sense of belonging in the workplace.We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws.J-18808-Ljbffr