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Customer Success Operations Director Jobs in Virginia

ISI

Customer Success Manager (Hybrid)

Herndon, VA · On-site

$85 - $100/hr

Translate operational service activity, project status, support trends, and service outcomes into ... Ability to work cross‑functionally and influence outcomes across teams without direct authority.

Droneshield

Operations Director (USA)

Warrenton, VA · On-site

... success, leading U.S.-focused R&D, sales, and customer support, and working closely with American ... The Operations Director - USA is accountable for building and running a field-first, delivery ...

Kids for the Future

Customer Success Manager

Foster, VA · On-site

$140 - $175/hr

Travel 25% The Opportunity NTS is seeking an Intel Research Analyst to serve as a Customer Success ... Document user challenges, best practices, and operational patterns; relay actionable feedback ...

New

gpec

Regional Operations Director

Richmond, VA

$153K/yr

... and customer-relations activities that enhance continued service utilization and support total ... Define measurable success goals for existing and new products and solutions, working with ...

GenLogs

Scaled Customer Success Manager

Richmond, VA · On-site

We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs. * The Customer Success function is ...

EDB

Principal Customer Success Manager

Richmond, VA · On-site

You will develop, prioritize, and execute customer success plans to nurture and guide your ... Direct experience working with globally distributed and remote customer and internal teams

gpec

Regional Operations Director

Richmond, VA · On-site

$153K/yr

... and customer-relations activities that enhance continued service utilization and support total ... Define measurable success goals for existing and new products and solutions, working with ...

Camping World

Fixed Operations Director

Thornburg, VA · On-site

$95K - $145K/yr

As the Fixed Operations Director you will be responsible for delivering the highest level of customer satisfaction and profitability at our growing Service Center. You will support and manage the ...

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Customer Success Operations Director information

What does a customer success operations director do?

A Customer Success Operations Director oversees the strategy, processes, and tools that support customer success teams within an organization. Their responsibilities include analyzing customer data, optimizing workflows, implementing technology solutions, and ensuring that the customer success team is operating efficiently. They collaborate with other departments to align customer success initiatives with broader company goals and drive customer retention and satisfaction. This role is crucial for scaling customer success efforts and delivering a seamless customer experience.

What are the key skills and qualifications needed to thrive as a customer success operations director?

To thrive as a Customer Success Operations Director, you need expertise in customer success strategies, data analytics, process optimization, and a relevant degree—often in business or a related field. Familiarity with customer relationship management (CRM) platforms like Salesforce, customer success tools such as Gainsight, and certifications in project management or analytics are valuable. Leadership, strategic thinking, and excellent communication are essential soft skills for aligning teams and driving customer outcomes. These competencies enable effective program delivery, foster customer retention, and ensure scalable customer success operations.

How does a customer success operations director typically collaborate with other departments to improve the customer journey?

A Customer Success Operations Director frequently partners with teams such as Sales, Product, and Support to streamline the customer experience. By sharing feedback and data-driven insights, they help identify process improvements, coordinate onboarding strategies, and align customer success metrics with overall business goals. This cross-functional collaboration ensures that customer needs are addressed holistically, leading to greater satisfaction and retention.

What is the difference between Customer Success Operations Director vs Customer Success Manager?

AspectCustomer Success Operations DirectorCustomer Success Manager
ResponsibilitiesOversees operational strategies, processes, and tools to improve customer success at a strategic levelManages customer relationships, onboarding, and retention on a day-to-day basis
Required SkillsData analysis, process optimization, cross-department collaborationCustomer communication, problem-solving, relationship building
Work EnvironmentStrategic planning, leadership meetings, cross-functional teamsCustomer interactions, support sessions, account management

The Customer Success Operations Director focuses on strategic operational improvements and process optimization, while the Customer Success Manager handles direct customer relationships and day-to-day account management. Both roles are essential but differ in scope and focus within customer success teams.

What are the most commonly searched types of Customer Success Operations jobs in Virginia?

The most popular types of Customer Success Operations jobs in Virginia are:

What are popular job titles related to Customer Success Operations Director jobs in Virginia?

For Customer Success Operations Director jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Customer Success Operations Director jobs in Virginia look for?

The top searched job categories for Customer Success Operations Director jobs in Virginia are:

What cities in Virginia are hiring for Customer Success Operations Director jobs?

Cities in Virginia with the most Customer Success Operations Director job openings:

Customer Success Operations Director jobs near you

Customer Success Manager (Hybrid)

IsI Enterprises LLC

Herndon, VA • On-site

$85K - $100K/yr

Full-time

Re-posted 7 days ago

Job description

The Customer Success Manager (CSM) at ISI serves as the customer relationship owner for a portfolio of managed services customers. This role is responsible for driving customer retention, renewal readiness, business review cadence, account health visibility, and overall customer alignment across ISI's managed service offerings.
Unlike a traditional SaaS-focused CSM role, this position operates within a managed services environment where customer success is closely tied to service delivery coordination, issue trends, escalation management, contractual alignment, and long-term customer confidence in ISI as an ongoing service partner.
The CSM acts as a trusted advisor and internal quarterback for the customer account, ensuring the right internal teams are aligned to customer priorities and that customers understand the value ISI is delivering. This role requires strong communication, accountability, commercial awareness, and the ability to manage both day-to-day account health and more strategic conversations for higher-value customers.
Duties/Responsibilities
Customer Relationship Management
  • Serve as the primary customer relationship owner for an assigned portfolio of managed services customers.
  • Build strong working relationships with customer stakeholders and decision-makers.
  • Maintain awareness of customer priorities, business changes, service concerns, and satisfaction drivers.
  • Act as a consistent point of contact for account-level communication, follow-up, and coordination.

Business Reviews and Customer Engagement
  • Lead regular business reviews, success check-ins, and customer cadence calls.
  • Translate operational service activity, project status, support trends, and service outcomes into customer-relevant business value.
  • Ensure customer conversations go beyond ticket updates and include risk awareness, service alignment, and future planning.
  • Support more strategic or enterprise-like customers with higher-touch engagement and executive-level communication where needed.

Renewals and Retention
  • Own renewal readiness and support renewal strategy for assigned accounts.
  • Identify risks to customer retention early, including service friction, unresolved concerns, disengaged stakeholders, or contract-related concerns.
  • Partner with leadership, finance, sales, and internal service teams to strengthen customer positioning ahead of renewal.
  • Help ensure customers have a clear understanding of service scope, expectations, and value as renewal periods approach.

Cross-Functional Coordination
  • Coordinate closely with Support, Engineering, PMO, Compliance, Cybersecurity, and other internal teams to deliver a unified customer experience.
  • Escalate and help manage complex account issues that could impact service confidence, executive trust, or renewal posture.
  • Bring the right subject matter experts into customer conversations when technical, project, compliance, or operational depth is required.
  • Track action items, internal commitments, and follow-up responsibilities across teams.

Customer Health and Account Visibility
  • Monitor customer health using a combination of operational signals, engagement trends, escalation history, stakeholder participation, and renewal posture.
  • Maintain accurate account documentation, notes, risk flags, customer updates, and next steps in internal systems.
  • Identify patterns and recurring issues across the portfolio and communicate actionable insights to leadership.
  • Contribute to the continuous improvement of ISI's business review standards, customer success practices, segmentation model, and health/risk reporting.

Growth and Expansion Support
  • Identify opportunities for deeper alignment, broader service adoption, and cross-functional account growth where there is a clear customer need.
  • Partner with sales and leadership to support expansion conversations involving managed services, compliance support, cybersecurity, or adjacent offerings.
  • Help connect customer needs to the broader value ISI can provide across service lines.

Qualifications:
  • As part of your work at ISI, you will potentially have access to sensitive information from the federal government. Pursuant to applicable regulations, ISI requires that all candidates for this role present proof of U.S. citizenship before hire
  • 3+ years of experience in Customer Success, Account Management, Account Coordination, or a similar customer-facing role.
  • Experience managing recurring customer relationships, renewals, escalations, or service-based accounts in a B2B environment.
  • Strong verbal and written communication skills, with the ability to build trust across both operational and leadership-level customer contacts.
  • Strong organizational skills and ability to manage multiple accounts, priorities, and follow-up actions effectively.
  • Ability to work cross-functionally and influence outcomes across teams without direct authority.

Preferred Qualifications:
  • Experience in an MSP, outsourced IT, managed services, or service-based technology environment.
  • Experience supporting customers in environments involving IT support, M365, infrastructure, cybersecurity, or compliance-related services.
  • Exposure to strategic or enterprise accounts, including executive business reviews and proactive renewal planning.
  • Familiarity with compliance-related concepts such as NIST, CMMC, or audit-readiness support.
  • Experience with CRM, ticketing, or service management platforms such as Halo or similar tools.
What we offer
  • The salary range for this role is $85,000-$100,000, commensurate with experience.
  • Hybrid work
  • A competitive salary and benefits package
  • A casual, friendly, and relaxed work environment
  • Professional growth encouragement and support

Industrial Security Integrators, LLC ("IsI") is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.
IsI Enterprises does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless IsI has an active agreement in place with the recruiter and such a request has been made by the IsI hiring team and such candidate was submitted to the IsI hiring team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to IsI in violation of this policy may be used by IsI without obligation to pay any fees of any kind to the recruiter.

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