Director of Customer Success Operations · AI Acquisition

Fri, 24 Apr 2026 14:11:53 GMT
Operations

AI Acquisition · South Africa · $150k-$230k/year · 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

This is a fast-moving and execution-heavy role, with a high level of accountability and visibility. You'll be expected to inspect details, not just review summaries, and stay close to managers, team members, customer journey issues, and open implementation work.

Success in this role means that 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.