XOPS
Overview
Base pay range: $171,000.00/yr - $209,000.00/yr This range is provided by XOPS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. 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. Responsibilities
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 Qualifications
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 led and grown a customer success team Travel: expected range of 15-25% as needed Benefits & 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 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. Location & Status
San Jose, CA; Pleasanton, CA Note: Some listings and job postings may appear below for different roles or locations. This section is not part of the role description and can be ignored for purposes of applying.
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Base pay range: $171,000.00/yr - $209,000.00/yr This range is provided by XOPS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. 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. Responsibilities
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 Qualifications
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 led and grown a customer success team Travel: expected range of 15-25% as needed Benefits & 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 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. Location & Status
San Jose, CA; Pleasanton, CA Note: Some listings and job postings may appear below for different roles or locations. This section is not part of the role description and can be ignored for purposes of applying.
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