Xops
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 lead and grown a customer success team
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.
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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 lead and grown a customer success team
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.
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