Director of Customer Success Operations

About Securly Securly is the K-12 market leader in AI-powered student safety and wellness solutions, protecting more than 20 million students across 20,000+ schools. Our mission is to create safer, more supportive learning environments by detecting potential harm, supporting student mental health, and empowering educators with actionable insights that help students thrive. By turning data into meaningful, actionable intelligence, Securly enables schools to identify risk earlier, reduce harmful incidents, and strengthen student support — driving measurable improvements in safety and wellbeing. We're proud to be recognized as a Top Place to Work , named to TIME's America's Top EdTech Companies 2026 list, a Top 40 Most Used EdTech , and one of the 150 most transformational growth companies. The Role Securly is looking for a Director, Customer Success Operations to lead the systems, processes, and people behind our entire post-sale customer journey. You'll lead our CS Ops and Renewals function - a CS Ops Manager, a CS Ops Specialist, and a team of Renewals Specialists - and own Vitally, our Customer Success platform, as the operational backbone of the business. This is a builder's role. Vitally has been live for about a year, and the next chapter is yours to write: deepening adoption, sharpening health scoring, automating renewals workflows, and turning good instincts into a repeatable, data-driven system that scales. You'll be the operational thought partner to CS executives - using data and process design to make sure customer growth and success directly fuel Securly's growth. Location: Remote (U.S.) Type: Full-Time, Exempt Reports to: SVP, Customer Success What Success Looks Like In your first 90 days, you'll get under the hood - auditing our Vitally configuration, current CS Ops and renewals workflows, and team structure. You'll build real relationships with your team and ship your first wave of improvements: sharper health scoring, better dashboards, and a more programmatic renewals process. By 6 months, you're driving measurable gains - better renewals efficiency, stronger forecast accuracy, and dashboards that CS and company leadership actually rely on to run the business. By your first year, you own a mature CS Ops and Renewals function that consistently meets or exceeds retention targets, backed by a trained, accountable team and a Vitally instance that scales with Securly's growth. What You'll Do Lead the team Hire, coach, and manage a team of a CS Ops Manager, a CS Ops Specialist, and Renewals Specialists - setting clear goals and holding the team accountable to them Structure team capacity and coverage to match renewal volume and customer segmentation Build a real growth path for your team, from onboarding through career development Own the process Design, implement, and continuously refine scalable playbooks that support the entire post-sale customer journey Own the end-to-end renewal process - timely, accurate, and built to minimize chu