[Hiring] Director of Customer Success Operations @Placer.ai

Role Description

Placer.ai is looking for a Director of Customer Success Operations to lead the strategic build-out of our CS operating infrastructure. This is a high-impact, senior individual contributor and team leadership role at the intersection of people, process, and technology. You will own the end-to-end CS tech stack, drive operational excellence across our Customer Success and Account Management motions, and be a force multiplier for a team supporting thousands of customers across Retail, CRE, Hospitality, CPG, Financial Services, and Civic verticals.

The ideal candidate brings deep hands-on experience implementing and scaling Planhat, Gong Engage, and Gong Forecasting — and is equally passionate about applying AI to reimagine how CS teams operate, coach, and grow revenue.

Responsibilities

• CS Technology & Platform Management
  • Own the implementation, configuration, and continuous optimization of Planhat as Placer.ai's CS platform of record — including health scoring, journey automation, renewal workflows, and reporting.
  • Lead the end-to-end deployment and adoption of Gong Engage for CS outreach sequencing, and Gong Forecasting to build a reliable, data-driven renewal and expansion forecast.
  • Serve as the internal subject matter expert and administrator across the CS tech stack, driving integration between Planhat, Gong, Salesforce, and downstream BI tools.
  • Evaluate, pilot, and recommend new tooling as the team scales, with a bias toward AI-native solutions.
• AI-Powered CS Operations
  • Develop and deploy AI-driven workflows across the CS lifecycle — including churn prediction models, automated health score triggers, AI-assisted QBR preparation, and sentiment analysis from customer interactions.
  • Partner with Sales Ops and RevOps to build LLM-powered tools that enhance rep productivity, surface risk earlier, and reduce manual reporting overhead.
  • Champion a culture of AI experimentation — testing, measuring, and scaling what works across the CS and AM org.
  • Stay current on emerging AI tooling relevant to CS operations and translate emerging capabilities into practical use cases.
• Revenue Operations Alignment
  • Build and maintain a unified CS operating model aligned to NRR, GRR, churn, and expansion KPIs.
  • Partner with AM and CS leadership to design and enforce rep accountability frameworks, including leading indicator tracking (touchpoints, QBR completion, time-to-value) alongside lagging metrics.
  • Own CS forecasting cadences in partnership with Gong Forecasting — ensuring pipeline hygiene, renewal accuracy, and expansion visibility for leadership.
  • Design and deliver reporting dashboards for CS leadership, executive team, and board-level consumption.
• Process Design & Enablement
  • Define and document CS playbooks, onboarding workflows, escalation frameworks, and handoff processes between New Business and Account Management.
  • Partner with Enablement on tooling adoption programs that drive measurable rep behavior change.
  • Build scalable, repeatable processes that reduce operational drag and free CS reps to focus on customers.
• Team & Cross-Functional Leadership
  • Lead, mentor, and grow a CS Ops team, including analysts and systems administrators.
  • Serve as the primary CS Ops partner to CS and AM leadership, RevOps, Sales Ops, and Finance.
  • Contribute to headcount planning, territory design, and comp structure in partnership with CS leadership.

Qualifications

• 7+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within a B2B SaaS environment.
• Demonstrated hands-on experience implementing Planhat — including journey configuration, health score design, playbook automation, and reporting build-out.
• Deep expertise with Gong Engage (sequencing, activity tracking, CS workflow design) and Gong Forecasting (category management, pipeline review cadences).
• Strong AI proficiency — including applied experience using AI tools to build CS workflows, automate insights, or enhance team productivity (not theoretical).
• Proven ability to translate ambiguous business challenges into structured operational systems.
• Experience managing and developing junior ops talent.
• Exceptional analytical skills with fluency in Salesforce, BI tools (e.g., Looker, Tableau), and Excel/Google Sheets.

Preferred Requirements

• Experience in a high-growth SaaS company with complex, multi-segment customer bases.
• Familiarity with Python, SQL, or scripting languages for data manipulation and workflow automation.
• Prior experience partnering with RevOps or Sales Ops in a unified GTM operating model.
• Background in location analytics, data intelligence, or vertical SaaS a plus.

Benefits

• Join a rocketship! We are pioneers of a new market that we are creating.
• Take a central and critical role at Placer.ai.
• Work with, and learn from, top-notch talent.
• Competitive salary.
• Excellent benefits.
• Fully remote.