Director of Customer Operations

Qualified is the Agentic Marketing Platform for B2B companies. With Piper the AI SDR Agent, Qualified offers a whole new way to grow inbound pipeline. Piper operates across both the website and email, working to engage website visitors, capture leads, and convert buyers into pipeline around the clock. Hundreds of the world’s leading brands—including Crunchbase, Asana, Box, and Grubhub—choose Qualified to increase lead conversions, generate more meetings, and improve efficiency within their inbound pipeline motion.

Overview

Qualified is the Agentic Marketing Platform for modern revenue teams. As we grow our customer base and Success organization, we’re looking to scale our post-sales operations function with a data-minded and systems-driven Director of Customer Operations. This is a high-impact role designed to empower our Customer Success team through streamlined systems, smart automation, and actionable insights.

Responsibilities

• Drive Operational Excellence in CS: Proactively identify and improve process and reporting gaps across our customer journey. Work cross-functionally with RevOps, Business Systems, Product, and CS leaders to ensure our systems support scale and minimize friction in order to increase CSM productivity.

• Enable Success with Data & Dashboards: Partner closely with the Customer Success team to deliver actionable reporting and dashboards that highlight customer health, product adoption, and team performance. You’ll anticipate what CSMs and leaders need to make better, faster decisions.

• Optimize Salesforce for Scale: Build and maintain flows, automations, and roll up fields in Salesforce that keep our product and CSM-inputted data accurate, up-to-date, and easy to report on — all while reducing the manual data entry burden on the Success team.

• Build with AI Agents: Use an Agentic Automation platform, to design, deploy, and maintain AI agents that augment Success workflows, surface insights, and make unstructured data consumable.

• Be a Thought Partner: Bring a proactive mindset to the team, continuously surfacing ideas to improve the Success team’s efficiency, effectiveness, and customer experience.

Experience

• 5-8 years experience in customer operations, business operations, analytics, or consulting — ideally in a SaaS environment

• Hands-on experience with Salesforce (flows, automations, reporting); bonus for experience with Gainsight or other CS tools

• Analytical mindset and fluency with reporting tools (e.g. Looker, Tableau, Domo, or similar)

• Utilization of LLM-powered platforms or tools in your current role or personal life – Bonus points for experience with AI agent building platforms

• Ability to work autonomously, manage and prioritize asks from different stakeholders, and partner cross-functionally

About Qualified

Qualified is the AI pipeline generation platform for revenue teams that use Salesforce. Headquartered in San Francisco, Qualified delivers pipeline generation at scale with AI and automation for thousands of customers like Autodesk, Blackbaud, and Epson. Led by former Salesforce CMO Kraig Swensrud and former Salesforce Product SVP Sean Whiteley, Qualified boasts 900+ 5-star reviews on G2 and is ranked #1 on the Salesforce AppExchange. Qualified is funded by Sapphire, Tiger Global, Norwest Venture Partners, Redpoint Ventures, and Salesforce Ventures.

One Team

We’re all in this together with a shared goal: grow the business and each other.  Work as a team, win as a team.  Collaborate and strategize across departments to deliver A+ work.  We are bold thought leaders that value creating a sense of belonging for all and celebrating our wins, big or small.

Customer Obsessed

Prioritize the customer above everything else. Build a product that our customers love. Establish ourselves as their trusted advisor and do “Whatever it takes” to make them successful. Prove the ROI. Only when our customers win do we win.

Think Big & Move Fast

We’re defining a new category and we have fierce competition. Fast-paced innovation is the name of the game. We look forward. We reimagine. We throw out new ideas. We test things. We move quickly. We challenge the norm. We don’t settle for status quo.

On the heels of their Series C financing, Qualified is looking to grow the team so that they can do even more, even faster; they’re focused on delivering our customers more innovation, additional services, an expanded product portfolio, and even deeper ties into the Salesforce CRM platform. Qualified is looking for folks that are fired up about joining a fast-paced, fast-growing company that is doing big things.

Diversity & Inclusion

Qualified is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.