Director, Customer Success Operations
10+ years
United States
$200k - $228k/year
Full-time
Remote
1 month ago
About the role
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About the Opportunity
The Director of Customer Success Operations will serve as a strategic partner to the Chief Customer Officer, driving operational excellence across the Customer Success, Support, Professional Services and Expansion organizations. This role will ensure the operating rhythm of Customer Success runs seamlessly, overseeing strategic projects, preparing executive level communications and ensuring that there is a repeatable system for team operating cadences.
This position will be responsible for translating the CCO’s vision into actionable results, ensuring clients receive a world-class experience and desired outcomes in retention, customer satisfaction, and efficiency are driven through innovation. This critical position will require a self-directed, skilled problem solver with strong execution and communication skills. This role will help CS drive operational excellence at scale, and ultimately take service delivery to the next level through innovative change.
Key Responsibilities
Strategic Planning & Execution
Performance & Data Insights
Strategic Initiatives, Projects and Events
Cross-functional Collaboration
Required Qualifications
Compensation
The compensation range for this position is$200,000—$228,000 USD. This range reflects the National Average pay band. Specific compensation is determined by experience, qualifications, the specific requirements of the role, and the Geo Zone. A geo-zone system ensures pay is competitive for the location, recognizing varying costs of labor across regions.
Beyond base compensation, eligible employees have the opportunity for variable pay and a robust benefits package.
About the Organization
The organization is the only all-in-one EHR+ platform built exclusively for independent healthcare practices. Designed to replace the clunky, fragmented tools built for corporate systems, the platform connects EHR software, billing, automation, telehealth solutions, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust the organization to streamline operations, increase revenue, and reduce burnout — helping clinicians leave work on time and rediscover their purpose.
Our Values
Start with the Customer
Keep It Simple
Stay Entrepreneurial
Better Together
Celebrate Success
Perks & Benefits
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
About the Opportunity
The Director of Customer Success Operations will serve as a strategic partner to the Chief Customer Officer, driving operational excellence across the Customer Success, Support, Professional Services and Expansion organizations. This role will ensure the operating rhythm of Customer Success runs seamlessly, overseeing strategic projects, preparing executive level communications and ensuring that there is a repeatable system for team operating cadences.
This position will be responsible for translating the CCO’s vision into actionable results, ensuring clients receive a world-class experience and desired outcomes in retention, customer satisfaction, and efficiency are driven through innovation. This critical position will require a self-directed, skilled problem solver with strong execution and communication skills. This role will help CS drive operational excellence at scale, and ultimately take service delivery to the next level through innovative change.
Key Responsibilities
Strategic Planning & Execution
- Own and execute the CS operating rhythm, including CS All Hands, CS onsites, board meeting prep, and weekly meetings.
- Drive the development of the annual roadmap with quarterly objectives. Ensure objectives tie back to top company goals and core business outcomes, incorporating feedback from key stakeholders across the team.
- Generate executive summaries of Customer Success programs, initiatives, successes, and program/project risk.
- Lead the organization through large scale change and transformation, ensuring a solid change management framework.
- Serve as the main point of contact and work directly with the FP&A team on the Annual Planning (AOP) process, assisting with headcount, goal setting, and budget planning.
- Oversee capacity planning and capacity models for all Customer Success teams. Ensure a repeatable system for proactive hiring to keep up with customer demands. As well, ensure progress is on track with productivity assumptions and make any necessary changes as the business fluctuates.
Performance & Data Insights
- Own the single source of truth for the Customer Success organization across key metrics. Build, standardize and maintain Customer Success Dashboards, ensuring data alignment and access between Gainsight, Salesforce, and CxOne. Eliminate manual data manipulation.
- Develop a predictive retention model with a rolling 12-month look on GRR and NRR. Identify trends and cohorts before they reach the escalation point.
- Architect dynamic headcount models for the onboarding and support teams to determine at what level of increased volume additional staff or where AI automation can defer hiring.
- Oversee a team of functional business analysts responsible for explaining what happened and why it happened. Deliver a monthly executive briefing to the CCO with highlights including specific operational levers to improve.
- Implement a robust Voice of Customer Program leveraging multiple data sets across NPS, CSAT, churn, product usage and customer behavior. Leveraging these insights, work across the business to drive action in improving GRR, NRR, CSAT, NPS and employee efficiency.
- Ensure real-time sentiment analysis is automated and integrated into the daily workflows of Account Managers to focus on the VOC.
- Define and track the ROI for all major CS projects. Provide status, objective data on whether the initiatives are hitting their intended financial and operational targets.
- Produce regular performance summaries in advance of board meetings, quarterly business reviews, and monthly read-outs highlighting CS performance and areas of opportunity.
Strategic Initiatives, Projects and Events
- Drive AI adoption into meaningful outcomes, such as employee efficiency, and improvements in retention and expansion.
- Ensure the Customer Success organization is effectively utilizing key technology, in terms of efficiency, utilization and ROI. Oversight of top vendors and budget management.
- Process re-engineering: Ensure Top 20 Customer Success processes are optimized to reduce client friction (Sales-to-onboarding hand-off, client cancellation, case submission, etc.).
- Lead CS Leadership on innovative strategies to radically improve customer experience.
- Take a lead role in planning and executing bi-annual customer success onsites.
Cross-functional Collaboration
- Key member in cross-functional steering committees to drive GTM process across the organization.
- Develop strong relationships across the business to help drive organizational change, such as with the leaders of revenue operations and product operations.
- Serve as the representative for Customer Success (CS) in cross-functional projects, cascading strategic updates to CS leadership while gathering, synthesizing, and relaying CS requirements, insights, and feedback to cross-functional stakeholders to ensure alignment and execution across the business.
Required Qualifications
- 10+ years Leadership experience in Business Operations, Customer Success Operations, or Consulting.
- Bachelor's degree or equivalent experience.
- Well versed in AI trends and possess the technical understanding and capability to create value across CS with the adoption of AI.
- Low Ego, High Impact: Comfortable working behind the scenes to make the broader team successful.
- Operator by nature: Strong analytical skills and a problem solver. Ability to tell a story with data from Salesforce or Gainsight.
- Executive communication skills; written and verbal.
- Thrives in a fast-paced environment.
- Expert in delivering feedback, insights, recommendations and bubbling up risks to the organization is a MUST.
- Champion of a winning culture.
- Must have integrity and a self-starter, go-getter mentality.
- Aspires to share knowledge for the greater good.
- Eager to grow, learn, and evolve.
- Healthcare or Healthcare SaaS experience is a strong plus.
Compensation
The compensation range for this position is$200,000—$228,000 USD. This range reflects the National Average pay band. Specific compensation is determined by experience, qualifications, the specific requirements of the role, and the Geo Zone. A geo-zone system ensures pay is competitive for the location, recognizing varying costs of labor across regions.
Beyond base compensation, eligible employees have the opportunity for variable pay and a robust benefits package.
About the Organization
The organization is the only all-in-one EHR+ platform built exclusively for independent healthcare practices. Designed to replace the clunky, fragmented tools built for corporate systems, the platform connects EHR software, billing, automation, telehealth solutions, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust the organization to streamline operations, increase revenue, and reduce burnout — helping clinicians leave work on time and rediscover their purpose.
Our Values
Start with the Customer
- Get to know customers and their patients, and look at the world through their lens.
Keep It Simple
- Healthcare is too complex. Aim to simplify it for everyone.
Stay Entrepreneurial
- Reject the status quo and solve problems with creativity, perseverance, and a bias to action.
Better Together
- Be diverse, humble, and collaborative. Put the team first and win together.
Celebrate Success
- Life is short and joy is underrated. Take time to have fun and celebrate success.
Perks & Benefits
- United States: In addition to healthcare benefits, amazing perks are offered. Resources are available to help keep the mind and body healthy, including discounts through Dell for work from home basics, Gympass for workouts, and the Telus Employee Assistance Program for mental health resources, along with other resources for everyday occurrences.
- Costa Rica: A wellness and childcare subsidy and a University/Education discount are offered. Resources are available to help keep the mind and body healthy, including Gympass for access to health and fitness apps, or the Telus Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.