Note: The job is a remote job and is open to candidates in USA. Rootstock Software provides ERP solutions for product companies and is seeking a Director of Customer Success Operations to build and operate the reporting, data, process, and AI infrastructure supporting its multi-brand Customer Success organization. The role will own account intelligence, forecasting, CRM data integrity, Voice of Customer programs, segmentation, tooling, process standards, and cross-functional program management.
Responsibilities
- 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
- Own the CS reporting cadence through board level, including expansion, renewal, and attrition forecasting, reconciled across all three brands
- Own CS data integrity across Rootstock, Kenandy, and Ascent — accounts, cases, opportunities, health scoring inputs, renewal data, and activity capture
- 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
- 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
- Own segmentation and the engagement model by tier, including tech-touch coverage, and the capacity model behind assignment and headcount planning
- 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)
- 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
Skills
- 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
- 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)
- 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
- Multi-brand portfolio experience and post-acquisition operational integration, with judgment about when to establish cross-brand standards and when to preserve local practice
- Fully embracing and embodying Rootstock's core values: Trust, Resourcefulness, Ownership, and Collaboration
- Bachelor's degree or equivalent experience
- 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
- Manufacturing ERP or Salesforce-native product experience preferred
- Experience creating an operating system for a customer-facing function is strongly preferred
- 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
Benefits
- Flexible time-off
- 12 paid holidays
- 10 sick days
- Volunteer time off
- 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
Company Overview