Director of Customer Success Operations & Enablement

Awardco is reimagining the workplace to be more rewarding, supportive, and fun for everyone. As one of the fastest-growing companies in the employee experience industry, our mission is to help employees love what they do, love where they work, and get recognized for their efforts—especially our own employees! And as winners of Glassdoor’s Best Places to Work, Best in Brightest in the Nation, and Great Place to Work, we do much more than talk the talk.

We are seeking a highly skilled and experienced Director of Customer Success Operations & Enablement to join our expanding Customer Success Department. This pivotal role will involve close collaboration with global Customer Success leadership to ensure alignment with our Go-to-Market strategy and to deliver a seamless customer experience from acquisition to expansion. As the Director, you will be responsible for both operational excellence and strategic enablement within the Customer Success function.

What you will do:

1. Operational Management:

• Oversee and support strategic Customer Success (CS) initiatives, including business process transformation and the development and execution of standard operating procedures (SOPs) and rules of engagement for Customer Success Managers (CSMs).
• Manage and support software owned by the Client Success Department
  • Customer Success Platform (CSP) rollouts and expansion, ensuring successful implementation and utilization.
  • Customer Community platform
  • Communication and organizational tools - BCC tool, Google Drive

• Drive the development and management of CSM coverage models and compensation plans.
• Support regional CS leadership in renewals, retention, and expansion efforts.

2. Enablement & Training:

• Establish strategic vision to support the delivery of a comprehensive customer success training program with internal (Awardco employees) and external (Awardco customers) application, supported both in-person and virtually, to empower customer success teams.
• Create engaging training content, including presentations, simulations, and role-playing exercises, that align with the overall strategy and goals.
• Design and maintain training materials and resources, collaborating with marketing and product teams to ensure high-quality collateral.

3. Collaboration & Stakeholder Management:

• Partner with various stakeholders across functions such as FP&A, Sales & Sales Operations, HR Business Partners, Regional Recruiting Teams, Business Operations and Marketing to ensure cohesive execution of customer success strategies.
• Maintain strong relationships with senior and executive stakeholders, delivering exceptional relationship management and facilitating impactful discussions.

4. Forecasting & Performance Tracking:

• Partner with forecasting teams to maintain a smooth weekly forecasting rhythm.
• Ensure rigorous execution of CSM playbooks and support leadership in understanding success outcomes and forecasting processes.
• Track and measure the impact of enablement programs and operational initiatives, providing insights and recommendations for continuous improvement.

What you will bring:

• 7+ years of experience in Customer Success, Customer Success Coaching, or Customer Success Training.
• Proven expertise in Customer Success operations, business analysis, programmatic execution, and overall program management.
• Must have experience implementing, utilizing and iterating upon Customer Success Platform (ex. Gainsight, ChurnZero, etc.)
• Strong knowledge of customer success processes, methodologies, and best practices.
• Demonstrated ability to manage relationships with senior and executive stakeholders.
• Proficiency in delivering training, developing content, and optimizing customer success processes.
• Familiarity with e-learning platforms and role-playing activities.
• Excellent presentation, coaching, problem-solving, and networking skills.
• Exceptional verbal and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proactive and adaptable mindset with a commitment to continuous improvement.

Additional Information: The Director of Customer Success Operations & Enablement will be instrumental in shaping the future of our customer success function, driving both operational efficiency and effective enablement strategies. If you are a self-starter with a passion for developing innovative solutions and a track record of success in customer success roles, we encourage you to apply.

Why Awardco:

• One of the fastest growing companies in the nation: 3x Inc. 500, 2x Deloitte Technology Fast 500, 2x Mountain West Capital Network Fast 100, 3x Fast 50 (Utah Business), and 3x UV50 Fastest Growing Companies (BusinessQ), to name just a few.
• Great Place to Work certified, one of the Best and Brightest companies to work for, and ranked on the Salt Lake Tribune's Top Workplaces.
• A revolutionary, client-approved product.
• Leadership that listens.
• New 200,000 sq. ft. headquarters.