Director, Customer Success Operations
New
T
TebraHealthcare SaaS
United States - RemoteFull-TimeDirector
Salary200,000 - 228,000 USD per year
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Job Details
- Experience
- 10+ years Leadership experience in Business Operations, Customer Success Operations, or Consulting.
- Required Skills
- Artificial IntelligenceData AnalysisSalesforceBusiness Operations
Requirements
- 10+ years of leadership experience in Business Operations, Customer Success Operations, or Consulting.
- Bachelor's degree or equivalent experience.
- Deep technical understanding of AI trends and ability to apply them to Customer Success.
- Strong analytical skills with proficiency in telling a story through data.
- Expert written and verbal executive communication skills.
- Experience working in a fast-paced environment.
- Strong problem-solving skills with a self-starter, go-getter mentality.
- Experience with Salesforce and Gainsight.
- Healthcare or Healthcare SaaS experience is a strong plus.
Responsibilities
- Own and execute the CS operating rhythm, including all-hands, board meetings, and weekly meetings.
- Drive annual roadmap development and quarterly objective setting.
- Partner with FP&A on Annual Planning (AOP), headcount, and budget planning.
- Oversee capacity planning and models for all CS teams.
- Standardize and maintain CS dashboards in Salesforce, Gainsight, and CxOne.
- Develop a predictive retention model with a 12-month look on GRR and NRR.
- Implement a Voice of Customer (VOC) program leveraging NPS, CSAT, and product usage data.
- Define and track ROI for major CS projects.
- Drive AI adoption within the CS organization to improve efficiency and retention.
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