Director of Customer Operations

Employment Type: Full-Time

Position Overview

Qualified is the Agentic Marketing Platform for modern revenue teams. As we scale our Customer Success organization, we are seeking a data-minded and systems-driven Director of Customer Operations. This high-impact role is designed to empower our Customer Success team through streamlined systems, smart automation, and actionable insights.

Responsibilities

• Drive Operational Excellence in CS: Proactively identify and improve process and reporting gaps across our customer journey. Collaborate cross-functionally with RevOps, Business Systems, Product, and CS leaders to ensure our systems support scale and minimize friction, thereby increasing CSM productivity.
• Enable Success with Data & Dashboards: Partner closely with the Customer Success team to deliver actionable reporting and dashboards that highlight customer health, product adoption, and team performance. Anticipate the needs of CSMs and leaders for better, faster decision-making.
• Optimize Salesforce for Scale: Build and maintain flows, automations, and roll-up fields in Salesforce to ensure product and CSM-inputted data is accurate, up-to-date, and easy to report on, while reducing the manual data entry burden on the Success team.
• Build with AI Agents: Utilize an Agentic Automation platform to design, deploy, and maintain AI agents that augment Success workflows, surface insights, and make unstructured data consumable.
• Be a Thought Partner: Bring a proactive mindset to the team, continuously surfacing ideas to improve the Success team’s efficiency, effectiveness, and customer experience.

Requirements

• 5-8 years of experience in customer operations, business operations, analytics, or consulting, ideally within a SaaS environment.
• Hands-on experience with Salesforce (flows, automations, reporting). Experience with Gainsight or other CS tools is a plus.
• Analytical mindset and fluency with reporting tools (e.g., Looker, Tableau, Domo, or similar).
• Experience utilizing LLM-powered platforms or tools in your current role or personal life. Experience with AI agent building platforms is a bonus.
• Ability to work autonomously, manage and prioritize asks from different stakeholders, and partner cross-functionally.

About Qualified

Qualified is the AI pipeline generation platform for revenue teams that use Salesforce. Headquartered in San Francisco, Qualified delivers pipeline generation at scale with AI and automation for thousands of customers like Autodesk, Blackbaud, and Epson. Led by former Salesforce CMO Kraig Swensrud and former Salesforce Product SVP Sean Whiteley, Qualified boasts 900+ 5-star reviews on G2 and is ranked #1 on the Salesforce AppExchange. Qualified is funded by Sapphire, Tiger Global, Norwest Venture Partners, Redpoint Ventures, and Salesforce Ventures.

Company Values

• One Team: We are all in this together with a shared goal: grow the business and each other. Work as a team, win as a team. Collaborate and strategize across departments to deliver A+ work. We are bold thought leaders that value creating a sense of belonging for all and celebrating our wins, big or small.
• Customer Obsessed: Prioritize the customer above everything else. Build a product that our customers love. Establish ourselves as their trusted advisor and do “Whatever it takes” to make them successful. Prove the ROI. Only when our customers win do we win.
• Think Big & Move Fast: We’re defining a new category and working to build the future of revenue teams. We embrace challenges and are not afraid to iterate and innovate quickly.