COMPANY DESCRIPTION

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.
When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

Why work with us?

• Life at One Identity means collaborating with dedicated professionals with a passion for technology.
• When we see something that could be improved, we get to work inventing the solution.
• Our people demonstrate our winning culture through positive and meaningful relationships.
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
• Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.
Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.

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The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. The Director of Customer Success Operations will lead the operational strategy and execution for our global Customer Success organization. This role is pivotal in driving efficiency, scalability, and performance through data-driven insights, process optimization, and cross-functional collaboration. You will empower our Customer Success teams to deliver exceptional customer experiences and outcomes, ensuring our customers realize maximum value from their investment in One Identity.
Responsibilities:

Strategy & Planning

• Partner with CS leadership to define and execute the Customer Success strategy.
• Develop and manage KPIs, dashboards, and reporting to track team performance and customer health.
• Lead annual planning, headcount modeling, and forecasting for the CS organization.

Process Optimization

• Design and implement scalable processes across the customer lifecycle (onboarding, adoption, renewal, expansion).
• Identify and eliminate operational bottlenecks to improve team efficiency and customer satisfaction.
• Coordinate collaboration with our partners amongst the different customer success groups (technical support, professional services & customer success).

Technology & Tools

• Own the CS tech stack (e.g., Gainsight, Salesforce, Zendesk) and ensure tools are optimized for productivity.
• Evaluate and implement new technologies to support CS initiatives.

Data & Insights

• Analyze customer data to identify trends, risks, and opportunities.
• Provide actionable insights to CS leadership and cross-functional partners (Product, Sales, Marketing).

Enablement & Training

• Develop onboarding and ongoing training programs for CS team members.
• Work with the broader enablement team to ensure repurposing of training materials to drive efficiency in the org.
• Ensure consistent adoption of best practices and processes across the team.

Cross-Functional Collaboration

• Act as a liaison between Customer Success and other departments to align on customer-centric initiatives.
• Support strategic projects such as Voice of the Customer, Product Adoption Measurement, Executive Sponsor program, and customer journey mapping.
• Work with our channel team to ensure communication and operational plans include the partners.

Qualifications: