SVP, Customer Success and Operations
I
InovalonHealthcare IT SaaS
Remote- United StatesFull-TimeVp
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 15+ years of progressive experience; 10+ years in a VP or SVP-level role
- Required Skills
- Business IntelligenceSalesforceOperations ManagementCustomer Success
Requirements
- 15+ years of progressive experience in Customer Success, Operations, or related functions within enterprise SaaS, healthcare IT, or data/analytics.
- 10+ years in a VP or SVP-level role with direct P&L or budget accountability.
- Oversight experience of 50+ person organizations.
- Proven experience leading process engineering or operational excellence initiatives using Lean, Six Sigma, or equivalent.
- Strong executive presence with ability to engage C-suite and board members.
- Experience leading through platform migrations or post-acquisition integrations.
- Hands-on experience with CS platforms (Gainsight, Totango), CRM (Salesforce), and BI/analytics tools.
- Bachelor’s degree required; MBA or advanced degree preferred.
Responsibilities
- Own the end-to-end customer success lifecycle from onboarding through renewal and expansion.
- Build and lead a high-performing Customer Success organization inclusive of CSMs, implementation leads, and solution consultants.
- Oversee day-to-day service delivery operations, including client data onboarding, platform configuration, and support.
- Establish and manage operational KPIs and SLAs across all post-sale functions.
- Lead operational planning, capacity modeling, and resource allocation to support growth.
- Map, measure, and optimize core business processes to reduce cycle times and improve quality.
- Represent Customer Success and Operations at the executive level.
- Foster a client-obsessed, data-driven, and operationally rigorous culture.
View Full Description & ApplyYou'll be redirected to the employer's site
