Director of Operations Customer Success

About Prometheus Group:

Prometheus Group is a team of self-starters centered on being resourceful, accountable, and results focused. Career progress is based on merit and not years of service or attaining certifications. Our drive and dedication to creating great products for our global customers are at the heart of all we do! In joining Prometheus, you will become a part of the largest global provider of comprehensive enterprise asset management (EAM) software solutions that support the management life cycle for equipment maintenance and operations.

Role Overview:

We are seeking a strategic, systems-minded, and people-focused Director of Operations Customer Success to scale and optimize our global Customer Success (CS) function. This role is ideal for someone who thrives at the intersection of process, technology, and people. You will lead the development of CS infrastructure, tools, and analytics, while also mentoring team members, owning a small portfolio of strategic accounts, and supporting executive-level initiatives that drive customer-centric growth.

Key Responsibilities:

Operational Strategy & Execution

• Design and implement scalable CS processes, playbooks, and engagement models.


• Define and track KPIs, health scores, and success metrics to drive performance.


• Ensure operational excellence across onboarding, adoption, renewal, and expansion workflows.


• Support strategic planning and reporting for CS leadership.


• Own and optimize the CS tech stack, including PowerBI, Salesforce, Asana, Atlassian, Highspot, Intact/Sage, Team Support, and OpenAir.


• Drive system integration, automation, and data integrity across platforms.


• Build dashboards and reporting frameworks to monitor customer health, risk, and growth opportunities.


• Provide executive-level insights to support decision-making and cross-functional alignment.


• Manage a small portfolio of high-value or strategic accounts to stay close to the customer experience.


• Drive adoption, retention, and expansion within assigned accounts.

Qualifications:

• 7–10+ years in Customer Success, Revenue Operations, or Business Operations, with at least 3 years in a leadership role.


• Proven success scaling CS operations in a B2B SaaS or enterprise software environment.


• Deep experience with CS platforms, CRM (Salesforce), and BI tools (PowerBI).


• Strong understanding of customer lifecycle management, segmentation, and success planning.


• Excellent project management, communication, and stakeholder engagement skills.


• Experience in the industrial, manufacturing, or asset-intensive sectors is a plus.

Benefits Overview

We offer an attractive benefits program to meet the diverse needs of our teammates:

• Employee base HSA plan, dental, life and short-term disability coverage 100% paid for by Prometheus Group


• HSA & FSA plan options


• Retirement Savings with Generous Company Match & Immediate Vesting


• Gym membership to O2 Fitness


• Casual dress attire


• Half-Day Fridays


• Generous Paid Time Off


• Company Outings, Trips & Activities

Prometheus Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.