Securly
Director of Customer Success Operations
CRM
Gainsight
K-12
Edtech.com's Summary
Securly is hiring a Director of Customer Success Operations to lead and develop the Customer Success Operations and Renewals teams, owning the customer journey post-sale. The role involves managing Vitally as the core CS platform, driving process improvements, automating renewals workflows, and leveraging data to enhance customer retention and growth.
Highlights
- Lead and manage a team including CS Ops Manager, CS Ops Specialist, and Renewals Specialists.
- Design and optimize scalable playbooks and renewal processes to minimize churn.
- Own customer health scoring and develop dashboards to support CS and executive leadership decisions.
- Manage and optimize Vitally, integrating with Salesforce and other GTM systems.
- Implement Agentic AI and automation to improve customer success operations.
- Required experience: 3+ years leading CS Ops, Revenue Ops, or Renewals teams with a track record in scaling processes and tools.
- Hands-on expertise with CS platforms (Vitally, Gainsight, Totango, etc.) and CRM systems (Salesforce, HubSpot).
- Strong knowledge of SaaS metrics including GRR, NRR, churn, CLV, NPS, and CSAT.
- Compensation up to $165K plus performance incentives, with benefits including medical, dental, 401(k), and parental leave.
- Industry experience in K-12, EdTech, or education-adjacent SaaS is a plus.
Director of Customer Success Operations Full Description
Director of Customer Success Operations
United States (Remote)
About Securly
Securly is the K-12 market leader in AI-powered student safety and wellness solutions, protecting more than 20 million students across 20,000+ schools. Our mission is to create safer, more supportive learning environments by detecting potential harm, supporting student mental health, and empowering educators with actionable insights that help students thrive.
By turning data into meaningful, actionable intelligence, Securly enables schools to identify risk earlier, reduce harmful incidents, and strengthen student support — driving measurable improvements in safety and wellbeing. We're proud to be recognized as a Top Place to Work, named to TIME's America's Top EdTech Companies 2026 list, a Top 40 Most Used EdTech, and one of the 150 most transformational growth companies.
The Role
Securly is looking for a Director, Customer Success Operations to lead the systems, processes, and people behind our entire post-sale customer journey. You'll lead our CS Ops and Renewals function - a CS Ops Manager, a CS Ops Specialist, and a team of Renewals Specialists - and own Vitally, our Customer Success platform, as the operational backbone of the business.
This is a builder's role. Vitally has been live for about a year, and the next chapter is yours to write: deepening adoption, sharpening health scoring, automating renewals workflows, and turning good instincts into a repeatable, data-driven system that scales. You'll be the operational thought partner to CS executives - using data and process design to make sure customer growth and success directly fuel Securly's growth.
Location: Remote (U.S.) Type: Full-Time, Exempt Reports to: SVP, Customer Success
Location: Remote (U.S.) Type: Full-Time, Exempt Reports to: SVP, Customer Success
What Success Looks Like
In your first 90 days, you'll get under the hood - auditing our Vitally configuration, current CS Ops and renewals workflows, and team structure. You'll build real relationships with your team and ship your first wave of improvements: sharper health scoring, better dashboards, and a more programmatic renewals process.
By 6 months, you're driving measurable gains - better renewals efficiency, stronger forecast accuracy, and dashboards that CS and company leadership actually rely on to run the business.
By your first year, you own a mature CS Ops and Renewals function that consistently meets or exceeds retention targets, backed by a trained, accountable team and a Vitally instance that scales with Securly's growth.
What You'll Do
Lead the team
- Hire, coach, and manage a team of a CS Ops Manager, a CS Ops Specialist, and Renewals Specialists - setting clear goals and holding the team accountable to them
- Structure team capacity and coverage to match renewal volume and customer segmentation
- Build a real growth path for your team, from onboarding through career development
Own the process
- Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey
- Own the end-to-end renewal process - timely, accurate, and built to minimize churn
- Design and run a programmatic renewals process suited to a high-volume, complex customer base
Turn data into decisions
- Own customer health scoring, tracking, and measurement across the install base
- Define and build the dashboards CS and executive leadership use to manage the business
- Surface customer insights to Product, Support, and Sales to drive real improvements
Build the tech stack
- Serve as the internal owner of Vitally - driving adoption, configuration, and continuous optimization
- Identify, build, and implement Agentic AI and automation that genuinely moves the needle on CS Ops and renewals outcomes
- Manage the broader tech stack, including integrations with Salesforce and other GTM systems
What We're Looking For
- 3+ years leading a Customer Success Operations, Revenue Operations, or Renewals team - this is a leadership track record, not an individual-contributor background, with proven experience scaling CS tools, systems, and AI
- Real examples of scaling a CS Ops function - taking a team, process, or system from early-stage to measurably better performance, with strong examples of building tools, systems, and process, and applying AI
- Hands-on experience building tech, systems, and automation - you've architected workflows, integrations, or automation inside a CS platform (Vitally, Gainsight, Totango, ChurnZero, or similar) and a CRM like Salesforce or HubSpot, not just used tools someone else set up
- Applied experience with Agentic AI and automation - you've actually built or implemented AI-driven workflows (like automated health scoring or renewals triage), not just explored the space
- A track record of building and coaching a team, with strong data analytics skills and fluency in core SaaS metrics (GRR, NRR, churn, CLV, NPS, CSAT)
- Strong project management skills and the ability to manage multiple cross-functional initiatives at once
- Experience in K-12, EdTech, or education-adjacent SaaS is a strong plus
Why You'll Love Working at Securly
- Meaningful impact - build the operational engine behind a company that helps protect millions of students
- People-first culture - consistently recognized as a Top Place to Work
- Remote-first flexibility - work from home with a supportive, distributed team
- Real ownership - shape a growing platform and team, not maintain someone else's system
- Mission-driven work - what you build directly supports student safety and wellbeing
Benefits & Perks
- Competitive salary up to $165K with performance incentives
- Medical, dental, and vision coverage
- 401(k) with employer match
- 12 weeks of fully paid parental leave
- Unlimited PTO, paid holidays, and a paid one-week year-end shutdown
- $1,000 annual professional development stipend
- Free mental health resources and Employee Assistance Program
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