Director of Customer Success Operations · AI Acquisition

Fri, 24 Apr 2026 14:14:58 GMT
Operations

AI Acquisition · Estonia · $150k-$230kemiz · remote

We're hiring a Director of Customer Success Operations to run a remote-first Customer Success department with high accountability. This is not a relationship manager role, nor a pure strategy role, nor a lightweight people-manager role. We need someone who can take ownership of execution across onboarding, Customer Success, communication quality, follow-up, QA, SOP adherence, and team performance.

You'll be responsible for making sure work actually gets implemented, people stay on track, standards are enforced, and issues don't get buried in Slack, vague updates, or excuses. We want someone who can cut the noise, manage tightly, create clarity, and keep a remote team moving fast.

Key responsibilities include:

Managing the day-to-day execution of the Customer Success department

Building and enforcing clear operating rhythms for a remote-first team

Staying on top of team members constantly and ensuring tasks move forward

Owning onboarding process quality and implementation

Enforcing SOPs, scripts, QA standards, and escalation rules

Tracking execution against backlog items and making sure projects actually get finished

Identifying blockers, weak performers, process drift, and communication breakdowns early

Improving visibility across team activity, issues, and accountability

Running performance management for Customer Success and onboarding team members

Tightening communication systems so work is not trapped in DMs, vague updates, or duplicated channels

Making sure sales-to-onboarding-to-Customer Success handoffs are clear and consistent

Creating a culture of truth, speed, ownership, and directness

What working here is like day to day:

Fast-moving and execution-heavy

Remote-first, with a lot of communication happening asynchronously

High accountability and high visibility

You will be expected to inspect details, not just review summaries

You will need to stay close to managers, team members, customer journey issues, and open implementation work

Some days will be tactical and hands-on; others will be focused on cadence, quality control, and performance management

This is a role for someone who likes bringing order to chaos, not someone who wants a slow-moving environment

What success looks like:

Team members are managed tightly and consistently

Onboarding and Customer Success processes are clearly defined and actually followed

Scripts, QA, and operational standards are enforced

Remote team output is visible and measurable

Problems are surfaced early instead of being hidden

Backlog priorities get implemented instead of endlessly discussed

Clients get a more consistent experience with less confusion and fewer preventable issues

Who you are:

Extremely strong operator with 5+ years in Customer Success, Onboarding, Implementation, or Operations leadership

Naturally high-accountability

Comfortable being direct with people

Able to manage remote teams without losing control

Strong at enforcing process, not just designing it

Fast-moving, organized, and hard to bullshit

Comfortable inspecting details without getting lost in them

Strong judgment around people, priorities, and execution quality

Experience managing remote teams directly

Strong pluses:

Customer Success Operations experience

Onboarding / implementation leadership experience

Experience in high-ticket services, consulting, agencies, or done-with-you businesses

Experience in fast-paced founder-led environments

Experience with CRM, automation, and workflow-heavy teams

Experience auditing calls, communication, and handoffs for quality

This role is not a fit if:

You prefer strategy over execution

You avoid conflict or hard conversations

You manage loosely and trust people to 'figure it out'

You need lots of structure above you

You are more of a relationship-builder than an operator

You struggle to hold remote teams to a high standard consistently

Benefits:

$150k-$230k/year cash + strong result-based incentives

Direct mentorship and exposure to founders

Remote flexibility

Relocation to Dubai will be supported for proven high performers once operational impact is demonstrated