Head of Customer Success Operations - Remote

Overview

We’re looking for a dynamic, data-driven leader to scale and optimize our Customer Success Operations. As the Head of 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.

In Short

• 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.
• 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.

Requirements

• 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 design—onboarding, 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.

Benefits

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays.
• Best-in-Class Parental Leave: Spend quality time with your growing family.
• Recognition & Rewards: Get rewarded with monetary incentives and company-wide recognition.
• Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance.