Director, Client Success Operations

VELOX is an award-winning, ROI-focused digital marketing agency. We specialize in strategy, organic search, paid media, technical SEO, content, and advanced revenue modeling.

We are looking for a Director of Client Success Operations to build and optimize the systems that drive client retention, adoption, and expansion.

This is not a traditional client services leadership role focused on relationship management. This role is responsible for improving processes, data, technology, and cross-functional alignment to enable our Client Success team to perform at a high level.

You will work across teams to ensure we operate efficiently, proactively identify opportunities and risks within our client base, and consistently deliver measurable outcomes.

The ideal candidate has a strong analytical mindset, a deep understanding of operations, and a passion for building scalable systems in a fast-paced environment.

What you’ll do

• Own and optimize the operational infrastructure that supports the Client Success team
• Develop and implement client lifecycle frameworks across onboarding, delivery, and renewals
• Build and maintain client health scoring, retention tracking, and expansion visibility
• Identify inefficiencies in current workflows and implement scalable solutions
• Partner with leadership across Client Success, Sales, Paid Media, SEO, Content, and Engineering to improve alignment
• Improve reporting, dashboards, and data visibility across all client accounts
• Establish and standardize processes that improve consistency and performance across the CS team
• Support the ongoing development and utilization of ALTIERA and internal data systems
• Create operational playbooks and frameworks that enable the team to perform at a higher level

How will you succeed in this role?

• Build systems that allow the Client Success team to operate proactively instead of reactively
• Improve client retention and increase customer lifetime value
• Create visibility into client performance, risks, and growth opportunities
• Drive consistency across accounts through standardized processes and workflows
• Identify expansion opportunities within the client base through data and performance insights
• Operate as a key cross-functional partner across all service lines within VELOX

How will you support our culture?

• You exhibit our core values of Accountability, Transparency, and Respect in everything you do
• You are highly analytical and operate with a performance-first mindset
• You focus on outcomes, not activity
• You are comfortable challenging existing processes and improving how we operate
• You take ownership and drive initiatives forward without needing constant direction
• You believe systems and data drive better decisions and better results
• You can achieve all of the above, and you have this too!
• 7+ years of experience in operations, customer success operations, revenue operations, or similar role
• Strong experience working with data, reporting, and performance analytics
• Proven ability to build and scale processes and operational systems
• Experience working cross-functionally across multiple teams
• Background in digital marketing, SaaS, or technology-enabled services preferred
• Strong problem-solving and analytical skills

Exceptional communication and organizational skills

Benefits Include

• Top-Tier Competitive Compensation
• Health, Dental, and Vision Insurance (Company Matched)
• Generous 401(k) (Company Matched)
• Life Insurance (Company Paid)
• 3 Weeks of Paid Vacation and 12 Paid Holidays
• Empowered Work Schedules
• Private Downtown Parking (Company Paid)
• Walking Distance to Greenbelt and BoDo
• On-Site Gym and Complimentary Personal Training (Weekly)
• Team Building Events, Catered Lunches, and Numerous Company Parties
• Kombucha On Tap!

What’s our culture like?

We work hard and expect results. We operate with accountability and don’t make excuses. We focus on performance, efficiency, and continuous improvement.

We value people who take ownership, think critically, and push the business forward. We are collaborative, fast-paced, and driven by outcomes.