Own and drive Customer Success’s most critical operational and strategic initiatives end-to-end
Optimize processes, workflows, and systems to ensure scalability while maintaining a high-quality customer experience
Lead training and onboarding programs for Customer Success Managers to drive consistency and excellence
Identify, implement, and optimize tools that improve efficiency and visibility across Customer Success (e.g., CRM and CS platforms)
Establish forecasting and demand planning models to ensure appropriate resourcing
Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes
Ensure data integrity across systems to support accurate reporting and decision-making
Manage and develop a world-class team of Customer Success Operations leaders, fostering a collaborative and high-performing culture
Partner cross-functionally to define strategy, prioritize initiatives, and drive alignment across the organization
Requirements
10+ years of executive level experience leading Customer Success teams
Proven ability to build and lead high-performing teams in fast-paced, data-rich environments
Strong cross-functional leadership skills with a track record of driving alignment and results
Excellent communication and storytelling skills, with the ability to influence at all levels through clear documentation and presentations
Strong analytical capabilities, including experience leveraging large datasets to drive insights and decisions
Tech-savvy with strong working knowledge of Salesforce and customer success platforms (e.g., Gainsight)
Ability to balance long-term strategic planning with hands-on execution
Comfort operating in dynamic, rapidly scaling environments
Passion for improving healthcare access and outcomes
Additional Instructions
Own and drive Customer Success’s most critical operational and strategic initiatives end-to-end
Optimize processes, workflows, and systems to ensure scalability while maintaining a high-quality customer experience
Lead training and onboarding programs for Customer Success Managers to drive consistency and excellence
Identify, implement, and optimize tools that improve efficiency and visibility across Customer Success (e.g., CRM and CS platforms)
Establish forecasting and demand planning models to ensure appropriate resourcing
Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes
Ensure data integrity across systems to support accurate reporting and decision-making
Manage and develop a world-class team of Customer Success Operations leaders, fostering a collaborative and high-performing culture
Partner cross-functionally to define strategy, prioritize initiatives, and drive alignment across the organization
Perks and Benefits
Comprehensive health, dental and vision insurance*
Life and AD&D Insurance*
Financial advisory services*
Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)*
Health Savings Account*
Equity shares*
Discretionary PTO plan*
Parental leave*
401(k)
Flexible working hours
Remote-first company
Paid company holidays
Free digital therapist for you and your family
