Operating Director, Customer Success

About the Firm

You’ll be joining a private investment firm that helps software and tech-enabled services businesses grow through a very hands-on operating approach. The team works side by side with company leadership at critical growth moments, strengthening key functions such as go-to-market, customer success, and talent. This is not a passive investor model; the operating group is embedded in day-to-day execution, building systems, improving processes, and driving measurable results. The environment is lean, fast-paced, and suited to operators who want direct influence over business performance.

The Role

The firm is looking for an Operating Director, Customer Success to own post-sale value creation across its portfolio. You will support multiple companies, evaluate the current customer-success function quickly, and put in place the structure, workflows, and strategy needed to improve retention and expansion. This role involves close partnership with CEOs and commercial leaders and plays an important part in shaping customer success across the portfolio. It is a highly hands-on position focused on implementation and execution rather than advisory work from afar.

What You’ll Do

• Improve retention by tightening renewal processes, forecasting, and risk management practices.
• Grow expansion revenue within existing accounts.
• Design and standardize customer success frameworks, including onboarding, engagement, and health monitoring.
• Increase visibility into customer performance through stronger reporting and analytics.
• Work directly with leadership teams to roll out change and reinforce accountability.
• Help recruit and develop customer success leaders.
• Improve the overall customer experience and ensure customer feedback shapes product and go-to-market decisions.

What They’re Looking For

• At least 10 years of experience in B2B SaaS or tech-enabled services.
• At least 1 year of experience building or transforming customer success teams in growth-stage settings.
• Demonstrated ownership of retention and expansion metrics, with clear results.
• Experience in high-performance, metrics-driven environments, preferably in private equity-backed businesses.
• A practical, detail-focused approach and the ability to manage several priorities at once.
• Based in New York, or willing to relocate, and comfortable with an in-office setup and regular travel.

Why This Role

This position offers a rare chance to influence several businesses at the same time and shape how they scale. You’ll be part of a small operating team with meaningful ownership and visibility, collaborating with senior leaders to deliver tangible outcomes. If you enjoy building, improving, and fixing customer growth engines, this is a high-impact opportunity.