What are the responsibilities and job description for the Director of Customer Success Operations position at Foundry?
Company Summary
Foundry is a global digital media company specializing in technology marketing solutions. Formerly IDG Communications, Foundry leverages proprietary data, premium content, and martech solutions to connect technology buyers with leading brands. With a portfolio of trusted IT publications and demand-generation tools, Foundry drives informed purchasing decisions for businesses worldwide. Backed by Regent, Foundry is rapidly expanding its global reach through innovation and strategic growth.
Position Summary
The Director of Customer Success Operations leads the processes, systems, and analytics that power Foundry’s CS organization. They streamline workflows for renewals, onboarding, and customer feedback, while managing and developing the CS Ops team to enable frontline CSMs. This role owns reporting and insights, turning customer health and performance data into actionable strategies that improve efficiency, drive retention and growth, and align CS efforts with business goals. By linking operational performance to financial outcomes, the Director ensures Customer Success contributes directly to revenue, profitability, and long-term customer value.
Responsibilities
The successful candidate will be expected to:
- Build and optimize CS processes: Design and implement scalable workflows that streamline renewals, onboarding, lifecycle management, and customer feedback.
- Lead and develop the CS Ops team: Manage, mentor, and coach operations staff, ensuring alignment with CS priorities and professional growth.
- Own systems and tools: Oversee CS technology platforms (HubSpot, Boostr, D365, Monday.com), ensuring adoption, integration, and continuous improvement.
- Deliver reporting and insights: Develop dashboards and reporting frameworks that measure customer health, retention, expansion, and CS ROI.
- Enable the frontline team: Provide CSMs and Directors with playbooks, data, and operational support to drive customer outcomes and revenue growth.
- Monitor performance and efficiency: Track operational KPIs and financial impact, linking CS activities to revenue retention, NRR, and profitability.
- Partner cross-functionally: Collaborate with Sales, Product, and Operations leadership to align CS processes with revenue targets and customer outcomes.
- Support financial forecasting: Provide input into revenue forecasts and renewal projections, helping leadership anticipate growth and risk trends.
- Champion consistency at scale: Standardize processes and codify best practices to ensure customers receive a consistent, high-quality experience worldwide.
Qualifications
- Experience & Leadership: 8–10 years in Customer Success, Operations, or related functions, with at least 3–5 years leading CS Ops, Revenue Ops, or similar teams. Proven ability to design and scale processes, systems, and reporting that drive measurable outcomes.
- Industry Knowledge: Strong understanding of B2B marketing, media, and data-driven campaign delivery. Familiarity with subscription, renewal, and services business models, and experience linking CS operations to financial performance.
- Operational Excellence: Demonstrated expertise in building playbooks, streamlining workflows, and codifying best practices that improve efficiency and customer experience.
- Financial Acumen: Ability to connect operational performance to business results, including retention, NRR, profitability, and forecasting. Skilled at building financial models and presenting CS ROI to leadership.
- Technical & Tools Proficiency: Advanced knowledge of CRM and marketing platforms (HubSpot, Boostr, D365, Salesforce, Monday.com) and data visualization/reporting tools. Strong Microsoft Excel/PowerPoint/Office skills.
- Analytical Skills: Strong data-driven mindset with the ability to design and interpret dashboards, customer health metrics, and performance KPIs to guide strategy.
- Collaboration: Track record of partnering effectively with Sales, Product, Marketing, and Operations to align customer and business goals.
- Education: Bachelor’s degree required; MBA or advanced degree in business, operations, or related field preferred.