Director of Customer Success Operations

About Placer.ai Placer.ai is transforming how organizations understand the physical world. Our location analytics platform provides unprecedented visibility into locations, markets, and consumer behavior. Placer empowers thousands of customers—from Fortune 500 companies, to local governments and nonprofits— to make smarter, data-driven decisions. What sets us apart? We've built the most advanced location intelligence platform in the market while maintaining an uncompromising commitment to privacy, proving that powerful analytics and responsible data practices can coexist. Our growth reflects the market's demand: we reached $100M in annual recurring revenue within just 6 years of launching, achieved unicorn status with a $1B+ valuation in 2022, and continue to expand rapidly as one of North America's fastest-growing tech companies. We're creating a $100B+ market opportunity, and we're just getting started. Named one of Forbes America's Best Startup Employers and a Deloitte Technology Fast 500 company, we're building a culture where innovation thrives, collaboration is the norm, and every team member contributes to reshaping how the world understands location. Summary Placer.ai is looking for a Director of Customer Success Operations to lead the strategic build-out of our CS operating infrastructure. This is a high-impact, senior individual contributor and team leadership role at the intersection of people, process, and technology. You will own the end-to-end CS tech stack, drive operational excellence across our Customer Success and Account Management motions, and be a force multiplier for a team supporting thousands of customers across Retail, CRE, Hospitality, CPG, Financial Services, and Civic verticals. The ideal candidate brings deep hands-on experience implementing and scaling Planhat, Gong Engage, and Gong Forecasting — and is equally passionate about applying AI to reimagine how CS teams operate, coach, and grow revenue. Responsibilities CS Technology & Platform Management Own the implementation, configuration, and continuous optimization of Planhat as Placer.ai's CS platform of record — including health scoring, journey automation, renewal workflows, and reporting Lead the end-to-end deployment and adoption of Gong Engage for CS outreach sequencing, and Gong Forecasting to build a reliable, data-driven renewal and expansion forecast Serve as the internal subject matter expert and administrator across the CS tech stack, driving integration between Planhat, Gong, Salesforce, and downstream BI tools Evaluate, pilot, and recommend new tooling as the team scales, with a bias toward AI-native solutions AI-Powered CS Operations Develop and deploy AI-driven workflows across the CS lifecycle — including churn prediction models, automated health score triggers, AI-assisted QBR preparation, and sentiment analysis from customer interactions Partner with Sales Ops and RevOps to build LLM-powered tools that enhance rep productivity, surface risk earlier, and reduce manual reporting overhead Champion a culture of AI experimentation — testing, measuring, and scaling what works across the CS and AM org Stay current on emerging AI tooling relevant to CS operations and translate emerging capabilities into practical use cases Revenue Operations Alignment Build and maintain a unified CS operating model aligned to NRR, GRR, churn, and expansion KPIs Partner with AM and CS leadership to design and enforce rep accountability frameworks, including leading indicator tracking (touchpoints, QBR completion, time-to-value) alongside lagging metrics Own CS forecasting cadences in partnership with Gong Forecasting — ensuring pipeline hygiene, renewal accuracy, and expansion visibility for leadership Design and deliver reporting dashboards for CS leadership, executive team, and board-level consumption Process Design & Enablement Define and document CS playbooks, onboarding workflows, escalation frameworks, and handoff processes between New Business and Account Management Partner with Enablement on tooling adoption programs that drive measurable rep behavior change Build scalable, repeatable processes that reduce operational drag and free CS reps to focus on customers Team & Cross-Functional Leadership Lead, mentor, and grow a CS Ops team, including analysts and systems administrators Serve as the primary CS Ops partner to CS and AM leadership, RevOps, Sales Ops, and Finance Contribute to headcount planning, territory design, and comp structure in partnership with CS leadership Requirements 7+