Director, Customer Success Operations
$200,000–$228,000 year
Remote · United States or US
Job Summary
Director, Customer Success Operations role at a healthcare SaaS provider with responsibility for strategic planning, execution, and transformation of Customer Success, Support, Professional Services, and Expansion. Own CS operating rhythm (All Hands, onsite events, board prep, weekly meetings), develop annual roadmaps tied to company goals, generate executive summaries, drive change management, partner with FP&A on headcount and budgeting, oversee capacity planning, and build dashboards across Gainsight, Salesforce, and CxOne. Lead AI adoption initiatives to improve retention (GRR), net revenue retention (NRR), CSAT, NPS, and overall efficiency; manage large-scale programs, establish ROIs for CS projects, plan bi-annual customer success onsite events, and collaborate across cross-functional teams to align CS requirements and feedback. Requires 10+ years of leadership in operations or consulting, a Bachelor's degree or equivalent, strong analytical and communication skills, and experience with healthcare or healthcare SaaS is a plus. Compensation range shown: $200,000–$228,000 USD for Zone 1, with potential variable pay and benefits. Location: US remote.
Required Qualifications
- Bachelor's degree or equivalent experience
- 10+ years Leadership experience in Business Operations, Customer Success Operations, or Consulting
- Well versed in AI trends and have the technical understanding and capability to create value across CS with the adoption of AI
- 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 their knowledge for the greater good
- Eager to grow, learn, and evolve
- Healthcare or Healthcare SaaS experience is a strong plus!
- Zone 1 national average pay band information and remote work options imply US remote eligibility
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