Were looking for a dynamic, data-driven leader to scale and optimize our Customer Success Operations. As a Director/ Senior Director- Customer Success Operations, you will play a pivotal role in ensuring that our global Customer Success teams deliver measurable value to customers and drive sustainable growth for the business. This is a senior leadership role for someone who thrives at the intersection of operations, strategy, and customer advocacy.
You will focus on optimizing key success metrics like Net Revenue Retention (NRR), Gross Retention, Adoption, Health Scores, Expansion ARR, and NPS. In our fast-paced, high-growth environment, this role requires a strategic thinker who can also execute tacticallybuilding scalable processes, deploying enabling technologies, and equipping teams with actionable insights.Youll collaborate closely with leaders across Sales and Product to create a seamless, insight-driven customer journey - from onboarding and implementation through adoption, renewal, and expansion. If youve scaled SaaS businesses with $300M+ in revenue at 30%+ growth rates and know how to transform customer success operations into a growth engine, we want you to join us in shaping the future of healthcare.
A Day in the Life
- Own lifecycle outcomes with a hard scorecard: NRR, GRR, churn, renewal rate, expansion ARR, onboarding cycle time, Time-to-First-Value, product adoption, NPS/CSAT, and renewal forecast accuracy.
- Build or mature Implementation, Professional Services, Support, and Renewals under a single CS Ops umbrella.
- Ship repeatable onboarding to value playbooks; standardize SLAs, RACI, and handoffs from Sales Services CSM Support.
- Run an Onboarding Acceleration program to shorten time-to-go-live; weekly burn-down on blockers; publish cohort dashboards that show % live, median days to live, and first-value milestones
- Drive adoption & health at scale: define product usage north-stars and leading indicators; launch success plans, QBR templates, and automated nudges. Aim for double-digit adoption lifts within two quarters.
- Renewals & expansion rigor: institute a 120/90/60/30 renewal motion, risk codes, and save-plays; build expansion pipeline with packaged PS offers and value realization narratives.
- Exec-level analytics: own JIRA/Salesforce/BI dashboards; weekly KPI review; renewal forecast accuracy = 5%; root-cause analysis on churn with corrective actions.
- AI Awareness & Application: Leverage knowledge of AI and automation to improve CS tooling, customer insights, and internal efficiency
- Capacity & planning: model coverage ratios (accounts/CSM, implementations/PM), PS utilization, Support SLA staffing; quarterly headcount plans tied to ARR and logo growth.
- Cross-functional with Product & Engineering: convert customer insights into roadmap requests; sponsor beta programs; quantify impact (e.g., feature X reduces onboarding by 10 days).
- Quality & escalation leadership: act as executive sponsor for top health systems/payers; lead major incident postmortems and get-well plans with time-boxed outcomes.
- Collaborate with the senior leadership team on key M&A integrations, ensuring smooth operational alignment and effective post-acquisition integration
- Manage and mentor a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics.
- Culture & enablement: coach leaders; stand up CS enablement (playbooks, role-based training, certifications); hire for operational excellence and customer empathy.
What You Need
- 12+ years of Experience, with 3+ years in senior leadership roles at SaaS companies or Management Consulting.
- Proven record of delivering >95% GRR, >115% NRR, and faster time-to-value through scalable CS operations.
- Expertise in customer lifecycle designonboarding, adoption, renewals, support, and expansion.
- Strong data-driven mindset, experienced with Gainsight, Salesforce, and analytics to drive retention and growth.
- Demonstrated success in building and leading high-performing global teams across CSM, Implementation, and Support.
