Customer Success Operations Lead

Recruiter: Codi Mccommon

New York, NY

Job ID

597

Industry

Healthcare

Experience level

Lead

Salary range:

$140,000 - $170,000

OVERVIEW

This is an opportunity for an experienced Customer Success Operations leader to shape how a rapidly growing, technology-driven healthcare organization manages the customer lifecycle. The Customer Success Operations Lead will own the systems, processes, data, and reporting that enable Customer Success and Support teams to deliver a stronger experience while supporting growth toward $100M+ in recurring revenue. This is a senior individual contributor role with significant ownership, combining strategic thinking with hands-on Salesforce development, automation, analytics, and cross-functional collaboration.

QUALIFICATIONS

6+ years of experience in Customer Success Operations, Revenue Operations, GTM Systems, or a related function, with meaningful ownership of a customer or post-sale motion.

Deep understanding of Customer Success operations, including onboarding, health scoring, renewals, expansion, churn, and customer lifecycle management.

Strong hands-on Salesforce expertise, including custom objects and data modeling, advanced Flow, validation and assignment logic, permissions, and reporting architecture.

Experience working with Salesforce sandboxes, deployments, and structured change-management processes.

Strong reporting and analytical capabilities, with the ability to define meaningful metrics, build dashboards, and confidently communicate results to leadership.

Practical integration experience with REST/Bulk APIs, webhooks, and middleware or iPaaS technologies; experience with Stripe billing and subscription data is preferred.

Experience operating in environments with significant data volume, governance requirements, and system complexity while maintaining the speed and flexibility of a growing organization.

Strong understanding of SaaS metrics, including ARR, NRR, gross and net retention, churn, and expansion.

Familiarity with HIPAA requirements and their implications for technology, systems, and data flows.

Strong communication skills and the ability to work effectively across technical and non-technical teams.

Key Competencies & Attributes

Customer Success Operations expertise

Salesforce architecture and hands-on execution

Data-driven decision-making

Systems thinking and process design

Automation and AI orientation

Strong analytical and reporting skills

Cross-functional collaboration

Ownership and accountability

Ability to balance speed with governance

Clear, practical communication

Comfort operating in an evolving, high-growth environment

Preferred Qualifications

Experience with Apex, SOQL, triggers, LWC, SFDX, Git, or CI/CD.

Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, or Platform Developer I.

Experience migrating from a dedicated Customer Success platform such as Gainsight, Vitally, ChurnZero, or Totango into Salesforce.

Experience working with healthcare technology, SaaS, or other regulated technology environments.

Demonstrated use of AI-powered tools to accelerate development, automation, analysis, or operational workflows.

KEY RESPONSIBILITIES

Own the end-to-end customer lifecycle across onboarding, customer health, renewals, expansion, and churn management.

Partner with Customer Success and Support leadership to design scalable lifecycle processes, operating models, SLAs, health scoring, renewal forecasting, and churn-risk playbooks.

Build and optimize these processes directly in Salesforce, including custom objects, data models, Flows, automation, validation and assignment logic, permissions, dashboards, and reporting.

Lead the migration of customer lifecycle processes from a standalone Customer Success platform into Salesforce.

Integrate data from billing, product usage, customer support, and other systems to create actionable customer intelligence.

Develop dashboards and reporting that provide leadership with clear, reliable visibility into customer health, retention, renewals, expansion, and operational performance.

Establish and maintain data quality, governance, and change-management processes as the organization scales.

Use REST and Bulk APIs, webhooks, and middleware/iPaaS tools to connect systems and automate workflows.

Identify opportunities to leverage AI and automation to improve Customer team productivity, responsiveness, and decision-making.

Scope more complex Salesforce development requirements, including Apex where appropriate, and partner with internal systems and engineering resources to deliver solutions.

Serve as a bridge between Customer Success, Support, Finance, Product, and Engineering, translating business requirements into practical systems and workflows.