Director, Global Customer Success Operations We are seeking an accomplished leader to spearhead the development and delivery of strategic priorities for customer success within a global organization. The successful candidate will be responsible for building scalable systems that empower customer-facing teams to deliver exceptional value. They will shape the future of customer success operations across a growing organization. Main Responsibilities: - Develop and execute the Customer Success (CS) Operations roadmap for our Services - Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomes - Support the implementation of scalable CS practices across diverse product lines and customer segments - Lead the configuration and adoption of Gainsight and other systems in the CS tech stack - Design and implement integrated workflows that support white-glove, scaled, and digital CS motions - Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences - Define and track KPIs to measure CS performance and customer health - Build dashboards and reports for stakeholders ranging from executives to front-line teams About You: - A minimum of 7 years in Customer Success Operations or related roles, with a strong understanding of CS strategy and execution - At least 4 years of hands-on experience with Gainsight or similar CS platforms - A proven ability to design scalable processes and translate technical capabilities into business value - Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives - An ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in for customer success strategies - Strong analytical skills with experience in reporting, dashboards, and performance metrics to drive customer success outcomes Security Requirements: - Adhere to security policies and practices; - Maintain the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, - Complete all periodic mandatory security trainings as per guidelines. Location: Bogotá, Colombia