Director, Client Success Operations
VELOX Media, Boise, ID, United States
VELOX is an award-winning, ROI-focused digital marketing agency. We specialize in strategy, organic search, paid media, technical SEO, content, and advanced revenue modeling.
We are looking for a Director of Client Success Operations to build and optimize the systems that drive client retention, adoption, and expansion.
This is not a traditional client services leadership role focused on relationship management. This role is responsible for improving processes, data, technology, and cross-functional alignment to enable our Client Success team to perform at a high level.
You will work across teams to ensure we operate efficiently, proactively identify opportunities and risks within our client base, and consistently deliver measurable outcomes.
The ideal candidate has a strong analytical mindset, a deep understanding of operations, and a passion for building scalable systems in a fast-paced environment.
What you’ll do
Own and optimize the operational infrastructure that supports the Client Success team
Develop and implement client lifecycle frameworks across onboarding, delivery, and renewals
Build and maintain client health scoring, retention tracking, and expansion visibility
Identify inefficiencies in current workflows and implement scalable solutions
Partner with leadership across Client Success, Sales, Paid Media, SEO, Content, and Engineering to improve alignment
Improve reporting, dashboards, and data visibility across all client accounts
Establish and standardize processes that improve consistency and performance across the CS team
Support the ongoing development and utilization of ALTIERA and internal data systems
Create operational playbooks and frameworks that enable the team to perform at a higher level
How will you succeed in this role?
Build systems that allow the Client Success team to operate proactively instead of reactively
Improve client retention and increase customer lifetime value
Create visibility into client performance, risks, and growth opportunities
Drive consistency across accounts through standardized processes and workflows
Identify expansion opportunities within the client base through data and performance insights
Operate as a key cross-functional partner across all service lines within VELOX
How will you support our culture?
You exhibit our core values of Accountability, Transparency, and Respect in everything you do
You are highly analytical and operate with a performance-first mindset
You focus on outcomes, not activity
You are comfortable challenging existing processes and improving how we operate
You take ownership and drive initiatives forward without needing constant direction
You believe systems and data drive better decisions and better results
You can achieve all of the above, and you have this too!
7+ years of experience in operations, customer success operations, revenue operations, or similar role
Strong experience working with data, reporting, and performance analytics
Proven ability to build and scale processes and operational systems
Experience working cross‑functionally across multiple teams
Background in digital marketing, SaaS, or technology-enabled services preferred
Strong problem‑solving and analytical skills
Benefits Include
Top‑Tier Competitive Compensation
Health, Dental, and Vision Insurance (Company Matched)
Generous 401(k) (Company Matched)
Life Insurance (Company Paid)
3 Weeks of Paid Vacation and 12 Paid Holidays
Empowered Work Schedules
Private Downtown Parking (Company Paid)
Walking Distance to Greenbelt and BoDo
On‑Site Gym and Complimentary Personal Training (Weekly)
Team Building Events, Catered Lunches, and Numerous Company Parties
Kombucha On Tap!
What’s our culture like? We work hard and expect results. We operate with accountability and don’t make excuses. We focus on performance, efficiency, and continuous improvement.
We value people who take ownership, think critically, and push the business forward. We are collaborative, fast-paced, and driven by outcomes.
#J-18808-Ljbffr
We are looking for a Director of Client Success Operations to build and optimize the systems that drive client retention, adoption, and expansion.
This is not a traditional client services leadership role focused on relationship management. This role is responsible for improving processes, data, technology, and cross-functional alignment to enable our Client Success team to perform at a high level.
You will work across teams to ensure we operate efficiently, proactively identify opportunities and risks within our client base, and consistently deliver measurable outcomes.
The ideal candidate has a strong analytical mindset, a deep understanding of operations, and a passion for building scalable systems in a fast-paced environment.
What you’ll do
Own and optimize the operational infrastructure that supports the Client Success team
Develop and implement client lifecycle frameworks across onboarding, delivery, and renewals
Build and maintain client health scoring, retention tracking, and expansion visibility
Identify inefficiencies in current workflows and implement scalable solutions
Partner with leadership across Client Success, Sales, Paid Media, SEO, Content, and Engineering to improve alignment
Improve reporting, dashboards, and data visibility across all client accounts
Establish and standardize processes that improve consistency and performance across the CS team
Support the ongoing development and utilization of ALTIERA and internal data systems
Create operational playbooks and frameworks that enable the team to perform at a higher level
How will you succeed in this role?
Build systems that allow the Client Success team to operate proactively instead of reactively
Improve client retention and increase customer lifetime value
Create visibility into client performance, risks, and growth opportunities
Drive consistency across accounts through standardized processes and workflows
Identify expansion opportunities within the client base through data and performance insights
Operate as a key cross-functional partner across all service lines within VELOX
How will you support our culture?
You exhibit our core values of Accountability, Transparency, and Respect in everything you do
You are highly analytical and operate with a performance-first mindset
You focus on outcomes, not activity
You are comfortable challenging existing processes and improving how we operate
You take ownership and drive initiatives forward without needing constant direction
You believe systems and data drive better decisions and better results
You can achieve all of the above, and you have this too!
7+ years of experience in operations, customer success operations, revenue operations, or similar role
Strong experience working with data, reporting, and performance analytics
Proven ability to build and scale processes and operational systems
Experience working cross‑functionally across multiple teams
Background in digital marketing, SaaS, or technology-enabled services preferred
Strong problem‑solving and analytical skills
Benefits Include
Top‑Tier Competitive Compensation
Health, Dental, and Vision Insurance (Company Matched)
Generous 401(k) (Company Matched)
Life Insurance (Company Paid)
3 Weeks of Paid Vacation and 12 Paid Holidays
Empowered Work Schedules
Private Downtown Parking (Company Paid)
Walking Distance to Greenbelt and BoDo
On‑Site Gym and Complimentary Personal Training (Weekly)
Team Building Events, Catered Lunches, and Numerous Company Parties
Kombucha On Tap!
What’s our culture like? We work hard and expect results. We operate with accountability and don’t make excuses. We focus on performance, efficiency, and continuous improvement.
We value people who take ownership, think critically, and push the business forward. We are collaborative, fast-paced, and driven by outcomes.
#J-18808-Ljbffr