Director, Customer Success Operations

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About the Opportunity

The organization is on a mission to change the way people care for their hearts. This role provides the first app and connected heart monitor to help people track and manage their heart health. With this solution, users take steps to control their risk of heart attacks and stroke — the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users have seen meaningful drops in blood pressure, cholesterol and even weight.

Recognized as the digital leader in preventive heart health, this solution is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. The company has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association’s Innovators’ Network and CVS Health Point Solutions Management platform.

About the Role

The company is searching for a proven leader to join as its Director, Client Success Operations. In this role, there will be an opportunity to collaborate cross-functionally to continue to build out operational strategy, insights, and processes in order to scale the Customer Success organization. This role will also work on programs and projects between the Customer Experience organization while representing Sales Operations to the rest of the organization, which are critical to drive world-class experience.

It is also critical, as the company scales quickly, that this individual can help lead through the next phase of growth by building systems and their connectivity. If there is enjoyment in applying logic to business processes using various systems, while making data flow ‘easy’ across all steps in the customer lifecycle, this could be a good fit. This role is for someone who aspires to solve complex business problems through automation while keeping client and end-user needs top of mind.

Reporting into the VP, Sales Operations & GTM Systems, this role will seek to improve end-to-end experiences both for internal and cross-functional stakeholders. The company is seeking someone who is energetic, self-driven, and motivated who will build scalability across the Customer Experience (CX) department through automation, systems management, and data integrations. To be successful in this position, there should be a user-first mentality and attitude, as both clients and users are the biggest assets, and there is an obsession with ensuring both are exceedingly happy.

Key Responsibilities

• Own the end-to-end systems connectivity and usage across the entire CX department.
• Overlay all existing processes into appropriate tools to make sure ‘who-does-what-when’ aspects are captured seamlessly.
• Work closely with key CX leadership to ensure business requirements are identified, and a plan of action is managed to automate all initiatives.
• Act as a proactive business partner to Customer Success leadership, anticipating needs, identifying operational gaps, and driving forward-looking solutions that enable scale.
• Ability to work bottom up as well as top down to drive growth discussions as the organization looks to build a ‘white glove service experience’ across the organization.
• Partner with internal and cross-functional stakeholders across Customer Experience, Marketing, Product, and Sales teams to drive stronger alignment on goals and objectives.
• Ability to think Scalability and Efficiencies at all times — allow automation and systems to be that one point solution instead of ‘patch-fixes’.
• Own reporting and dashboards associated with CX needs — work in collaboration with the cross-functional Data team for support.
• Collaborative and a team player to align with all Revenue Operations stakeholders and have a ‘one team’ mentality.
• Create efficiencies across all aspects of the CX lifecycle through overlapping business acumen with technical know-how while building Sales Operations for scale.
• Ability to measure performance through various KPIs (e.g., revenue growth, client health, CS lifecycle, attribution and conversion rates, speed of progression, user adoption, audit trails, bottleneck improvements, etc).
• Manage and prioritize project plans to set appropriate expectations, address stakeholder goals, determine target dates, and provide regular updates.
• Focused on measuring own success through various metrics/KPIs (e.g., Systems health and usage, data flow management, data accuracy rate, dashboard / reporting adoption, automation, speed to delivery, etc).

Required Qualifications

• 7+ years of professional experience across business systems management, database management and/or automation.
• Experience working in a revenue-focused department is a must (Customer Success, Sales, or Marketing).
• Relevant industry experience within digital healthcare or SaaS is a plus.
• Ability to think operationally across CX, with the ability to influence process lifecycle with appropriate technical resources, is highly preferred.
• Proven leader who has experience working in a complex business environment and across multiple systems and automation tools to drive effective outcomes.
• Knowledge of working with Salesforce.com, Tableau, BI Tool, Asana, or similar systems.
• An AI superuser, utilizing AI in daily work and familiar with multiple AI tools.
• Ability to travel up to 15% annually as needed.

The US base salary range for this full-time position is $160,000.00-$190,000.00 . Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.

The organization has a positive, diverse, and supportive culture – it looks for people who are collaborative, creative, and courageous.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.