Operating Director, Customer Success
Location: New York, NY (in-office, Midtown) | Portfolio-wide scope across North America, UK & EU
Reports to: Sr. Operating Partner, Bloom Equity Partners
Travel: Up to 40% across portfolio company HQs and customer sites
Position Status: 1099
Salary Band: $140,000-$180,000
About Bloom Equity Partners
Bloom Equity Partners is a lower-middle-market private equity firm focused on carve-outs, founder transitions, and value-creation investments in software, data, and tech-enabled services. We partner with management teams to transform good businesses into category-defining ones — combining operating rigor, a proven playbook, and hands-on support across revenue, product, and people.
Our portfolio is customer-outcome obsessed. We believe that in modern software, the best source of growth is the customer you already have — and that retention, expansion, and advocacy are the truest measures of product-market fit and operational excellence.
The Role
Bloom is hiring an Operating Director, Customer Success to own post-sale value creation across the portfolio. This is a hands-on, portfolio-wide operating role — you will parachute into companies, diagnose the customer engine, and drive measurable improvement in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer experience (NPS/CSAT).
You are the firm's senior-most voice on customer success, experience, and expansion. You will partner directly with portfolio company management teams, systems, talent, and playbooks that turn customers into compounding engines of growth. This is a role for an operator — not an advisor — who has repeatedly built and scaled world-class Customer Success and Customer Experience functions in B2B SaaS and is ready to apply that pattern-recognition across our portfolio.
You will sit on the Bloom operating team in New York, report to the Sr. Operating Partner. The mandate is narrow and deep: retain more, expand more, and make every portfolio customer a reference.
Key Responsibilities
Portfolio Retention & Expansion (GRR / NRR Ownership)
Diligence the customer base during underwriting — cohort retention, logo concentration, churn drivers, expansion headroom, and NPS — and translate findings into the 100-day value-creation plan.
Stand up a Bloom-standard retention forecasting discipline: renewal pipeline hygiene, churn risk scoring, save-play motion, and executive escalation paths. Target: >90% forecast accuracy on renewals inside 90 days.
Cross-Sell & Upsell
Design and install the expansion motion in each portfolio company: land-and-expand playbooks, account tiering, whitespace mapping, and CS-sourced pipeline discipline.
Build the commercial architecture for expansion — pricing and packaging, usage-based levers, multi-year uplift terms, and co-sell plays between CS and Sales.
Customer Experience & Voice of the Customer
Raise the bar on customer experience across every touchpoint — onboarding, adoption, support, renewal, and advocacy. Benchmark NPS and CSAT portfolio-wide and publish the scorecard.
Install modern CX instrumentation: journey mapping, product-usage health scoring, digital-led customer success for the long tail, and AI-assisted CSM workflows.
Build the Voice of the Customer operating system — structured listening, closed-loop feedback, and monthly business reviews — and ensure signal flows back into product, GTM, and the boardroom.
Customer Success Operating Model
Define the Bloom-standard CS operating model: segmentation (enterprise / commercial / digital), CSM ratios, comp plans, success plans, QBR cadence, and health-scoring framework.
Build and certify the playbook library — onboarding, adoption, escalation, executive business review, renewal, expansion, and save — and coach portfolio CCOs on execution.
Drive tooling and data maturity: CS platform (Gainsight / Catalyst / Planhat), CRM hygiene, usage telemetry, and real-time dashboards that expose health and trigger action.
Talent & Leadership
Serve as the executive talent architect for post-sale across the portfolio — recruit, assess, and upgrade CCOs, VPs of CS, VPs of Support, and Heads of CX.
Cross-Functional Partnership
Target KPIs (Portfolio-Wide)
Ideal Candidate
You are a proven post-sale operator who has built customer engines that retain, expand, and compound. You have done it more than once, in more than one company, and you are known in the industry for it.
Deep expertise in modern customer success — segmentation, digital CS, health scoring, AI-assisted workflows, and expansion commercial design.
Strong customer experience instincts — NPS/CSAT programs, journey orchestration, voice-of-customer systems, and executive sponsorship.
Why Join Bloom
This is not an advisory seat. You will have a real mandate, real capital behind you, and real companies to operate on. Bloom is one of the most active sponsors in the lower-middle market for software and tech-enabled services — and we are doubling down on customer-led growth as our defining value-creation thesis.
You will join a lean, senior operating team that values judgment over process, outcomes over activity, and direct partnership with founders and CEOs. You will have the platform to build something rare: a firm-level customer success practice that compounds across a portfolio and raises the bar for the asset class.
Bloom Equity Partners is an equal opportunity employer. We welcome applications from candidates of every background and are committed to building a team that reflects the diversity of the businesses we back.