Director, Customer Success

About XOPS XOPS delivers autonomous IT, finally. We rescue talented IT professionals from the drudgery of human middleware, the manual coordination between systems that drains resources and morale, by unifying IT, HR, and Finance systems into a self-healing single source of truth and deploying software robots that do real work. XOPS is the only active system of intelligence. Our living knowledge graph maintains complete lifecycle intelligence across every employee, device, and system, enhancing existing IT investments. This enables a legion of XOPS robots to implement policies autonomously 24/7, elevating IT professionals. Join us in building a world where enterprises achieve fully autonomous IT operations so IT professionals can focus on strategic direction and innovation. About the Role We are looking for a Director, Customer Success who has built CS foundations in early-stage startup environments or similar settings. You’ll be a hands-on owner of our most strategic enterprise relationships and will lay the groundwork for scaling the CS function, from playbooks and processes to reporting and feedback loops. This is a player-coach role: in the near term, you’ll own key accounts and work closely with cross-functional teams to deliver business outcomes. Over the next 12 months, the goal is to promote this role into Head of Customer Success, where you’ll formally lead the team and scale our approach as we grow. This role is ideal for someone who is ready to step into strategic leadership, while remaining tactical and execution-oriented in the short term. Customer Onboarding & Implementation Lead enterprise onboarding efforts, ensuring successful deployment and customer alignment Partner with Solutions Engineering and implementation partners for seamless rollouts Build scalable frameworks and repeatable onboarding processes for future CS hires Adoption, Engagement & Value Delivery Drive product adoption and time-to-value with customers through enablement and proactive engagement Own executive business reviews (QBRs), success metrics, and ROI tracking Monitor usage trends and proactively resolve blockers to retention or value realization Growth & Expansion Identify opportunities for expansion and upsell in collaboration with Sales Develop business cases and partner with customers to expand usage across teams and departments Track Net Revenue Retention (NRR), account health, and portfolio growth Foundation Building Create and refine key CS processes, including playbooks for onboarding, engagement, and renewals Establish customer health metrics, feedback loops, and escalation paths Influence product roadmap and cross-functional decisions as the customer advocate Future Leadership & Team Building Lay the foundation for a high-performing CS team Mentor junior team members or onboarding hires (as needed) Prepare to formally grow into a Head of Customer Success role within 12 months, based on business needs and performance Requirements 10+ years in Customer Success, Account Management, or Enterprise Delivery in SaaS or enterprise tech Demonstrated experience building or scaling CS functions at a startup or fast-growth company Proven success onboarding and expanding enterprise customers at scale Executive presence and ability to manage CIO/VP-level relationships Analytical mindset with comfort using data to drive strategy and decision-making Strong familiarity with tools like Gainsight, Salesforce, Rocketlane, Totango, etc. Excellent collaboration skills; thrives in a fast-paced, resource-constrained startup environment Has lead and grown a customer success team NOTE: Travel: expected range of 15-25% as needed Benefits Why Join XOPS? Make Your Mark: Build and lead the future of Customer Success at a high-growth SaaS company Career Growth: Clear path to Head of CS based on performance Customer-First Culture: Trusted relationships and rapid feedback loops define our work Powerful Product: Help enterprise IT teams automate and optimize with our platform Collaborative Team: Smart, humble teammates who value high impact over ego What We Offer Meaningful equity participation in a high-growth, early-stage startup Comprehensive healthcare, dental, and vision coverage 401(k) retirement plan Opportunity to work directly with CEO and executive team in shaping company strategy The chance to be part of a revolutionary transformation in enterprise IT operations For this role, the salary range is $171,000 - $209,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.