Connect with Quadient
At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .
Director, Customer Success Operations, Digital
Based in: Boston / East Coast USA
Reporting to: SVP Global Customer Success, Digital
Your role in our Future
The Director of Customer Success Operations will play a crucial role in empowering the Customer Success organization by providing insights and data-driven analysis that supports strategic decision-making. This role focuses on delivering metrics, reports, and insights to the Center of Excellence (COE) leaders within Customer Success, helping them drive effective strategies, improve customer engagement, and measure success against key performance indicators. The Director will also be responsible for tracking and analyzing project and customer profitability metrics to optimize resource allocation and identify opportunities for growth.
What you will do
Data Analysis & Reporting
- In partnership with RevOps, collect, analyze, and interpret key Customer Success metrics, including Net Revenue Retention (NRR), churn, upsell, customer satisfaction, and project/customer profitability.
- Develop and maintain real-time dashboards, reporting systems, and performance metrics that provide insights to COE leaders, enabling data-driven decisions.
- Identify trends, risks, and opportunities through data analysis to guide strategic initiatives across Customer Success.
Project and Customer Profitability
- Establish metrics and reporting processes to measure profitability at the project and customer level.
- Analyze resource allocation, revenue, and cost data to provide COE leaders with insights into high-value and high-cost projects and customer accounts.
- Work with Finance and Customer Success teams to refine profitability metrics and drive strategies that enhance customer value while maintaining cost-effectiveness.
Support for COE Leaders
- Serve as a strategic partner to COE leaders by delivering insights and metrics that support the optimization of customer engagement, retention, and profitability.
- Collaborate with COE leaders to align reporting and analysis efforts with their goals and priorities, enabling focused, impactful strategies.
Process Optimization
- Identify opportunities to improve the efficiency of data collection, reporting, and analysis processes.
- Implement scalable solutions that reduce manual work, enhance data accuracy, and support the evolving needs of the Customer Success team.
Collaboration Across Functions
- Work cross-functionally with Finance, Sales, and Product teams to ensure data accuracy, alignment of metrics, and support for company-wide initiatives.
- Partner with Revenue Operations and Analytics teams to leverage resources and ensure the integrity of customer data across systems.
Your profile
- 5+ years of proven experience in a business operations or revenue operations role within a dynamic professional services or consultancy organisation or B2B software vendor.
- Demonstrated ability to collaborate cross functionally with a broad spectrum of stakeholders in a complex, matrixed organisation including Customer Success, Professional Services and Finance teams.
- A change agent with a strategic, constant improvement mindset
- Outstanding communication and influencing skills coupled with cultural sensitivity
- High level of expertise with excel and Power Bi
- Highly analytical and data driven mindset with the ability to operate in a complex data analysis environment, drawing data from a variety of systems and sources to provide meaningful, actionable insights.
- Solutions oriented with the ability to identify efficiencies, simplifying and streamlining processes
This position has a salary range of:
$119,100.00 - $178,700.00
Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.
Rewards & Benefits
Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
Inclusive Community: Join diverse communities and engage in our Philanthropy program.
Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
Be yourself at Quadient
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.
We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com
Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.
*This includes being an Affirmative Action Employer in the United States.
People. Connected.
What We Do
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on three key solution areas, Intelligent Communication Automation, Parcel Locker Solutions and Mail-Related Solutions, Quadient helps simplify the connection between people and what matters.
Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence.
Because connections matter.
