Operating Director, Customer Success
About the Firm
This is an opportunity to join a private investment firm focused on scaling software and tech-enabled services businesses through a highly hands-on operating model.
The firm partners with leadership teams at pivotal growth stages, working closely with them to build and strengthen core functions across go-to-market, customer success, and talent. Rather than taking a passive approach, the operating team is embedded directly in the work - driving execution, building infrastructure, and delivering measurable outcomes.
The environment is lean, fast-moving, and built for operators who want to have a direct impact on how businesses grow.
The Role
The firm is hiring an Operating Director, Customer Success to lead post-sale value creation across its portfolio.
In this role, you will work across multiple companies to improve how they retain and grow their customer base. You will step into businesses, quickly assess the current state of the customer function, and implement the structure, processes, and strategy needed to drive stronger retention and expansion.
You will partner directly with CEOs and commercial leaders and play a key role in shaping how customer success operates across the portfolio. This is a hands-on position where you will be building and executing, not advising from a distance.
What You'll Do
You will focus on improving customer performance across several businesses by:
- Strengthening retention through better renewal processes, forecasting, and risk management
- Driving expansion revenue within existing accounts
- Building and standardizing customer success models, including onboarding, engagement, and health tracking
- Improving visibility into customer performance through stronger data and reporting
- Working directly with leadership teams to implement change and drive accountability
- Supporting hiring and development of customer success leadership
- Elevating the overall customer experience and ensuring feedback informs product and go-to-market decisions
What They're Looking For
- 10+ years of experience in B2B SaaS or tech-enabled services
- 1+ years of experience building or transforming customer success functions in growth-stage environments
- Clear ownership of retention and expansion metrics, with measurable impact
- Experience in performance-driven environments, ideally within private equity-backed companies
- Hands-on, detail-oriented, and comfortable operating across multiple priorities
- Based in New York (or willing to relocate) and open to an in-office environment and regular travel
Why This Role
This is a rare opportunity to work across multiple companies at once and directly influence how they scale.
You will be part of a small, high-impact operating team with real ownership and visibility, working alongside senior leadership to drive meaningful outcomes. For someone who enjoys building, fixing, and improving how companies grow their customer base, this is a highly leveraged and rewarding role.
FAQs
Congratulations, we understand that taking the time to apply is a big step. When you apply, your details go directly to the consultant who is sourcing talent. Due to demand, we may not get back to all applicants that have applied. However, we always keep your CV and details on file so when we see similar roles or see skillsets that drive growth in organisations, we will always reach out to discuss opportunities.
Yes. Even if this role isn’t a perfect match, applying allows us to understand your expertise and ambitions, ensuring you're on our radar for the right opportunity when it arises.
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That's why we recommend registering your CV so you can be considered for roles that have yet to be created.
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