Cara Maenza
@caramaenza
Customer Success Operations Manager helping healthcare SaaS teams improve onboarding, retention, and scalable workflows.
United StatesWhat I'm looking for
I’m a Customer Success Operations professional with 8+ years of healthcare SaaS experience, focused on driving onboarding, retention, and operational excellence. I improve customer outcomes through process optimization, clear documentation, and cross-functional collaboration.
As a Customer Success Operations Manager (Jan 2023–Present), I prioritize and delegate work across five CS representatives, balancing workload while leveraging individual strengths. I lead customer onboarding and lifecycle operations, analyze KPIs like churn, CSAT, NPS, and TTV, and deliver monthly operational reporting to Senior Directors and the Chief Customer Officer.
I also identify operational risks and workflow inefficiencies, implementing scalable process improvements that support adoption and retention. Previously, I led Support Specialists through training and escalation support, actively managed high-risk escalations to reduce churn, and built onboarding workflows, SOPs, and knowledge base resources—partnering with Product and Engineering to resolve complex customer issues and advocate for enhancements.
Experience
Work history, roles, and key accomplishments
Customer Success Operations Manager
Doctible (Acquired by PracticeTek)
Jan 2023 - Present (3 years 6 months)
Prioritized and delegated work across five customer success representatives while leading onboarding and customer lifecycle operations to support adoption, retention, and customer success. Analyzed churn, CSAT, NPS, and TTV KPIs and implemented scalable workflow and process improvements to reduce operational risks and improve customer outcomes.
Lead Senior Support Specialist
Doctible (Acquired by PracticeTek)
Feb 2021 - Jan 2023 (1 year 11 months)
Provided functional leadership, training, and escalation support for support specialists. Coordinated cross-functional resolution of complex customer issues and managed escalation calls to reduce churn and improve retention.
Senior Support Specialist
Doctible (Acquired by PracticeTek)
Mar 2019 - Feb 2021 (1 year 11 months)
Supported onboarding and implementation for multi-location healthcare practices during rapid growth. Developed support workflows and SOPs and created knowledge base and training materials, partnering with product and engineering teams to resolve complex customer issues and advocate for product enhancements.
Customer Success Representative
Doctible (Acquired by PracticeTek)
Jun 2017 - Mar 2019 (1 year 9 months)
Provided frontline SaaS support via phone, email, and chat, supporting timely resolutions and customer satisfaction. Assisted healthcare practices with account setup and product adoption requests to drive retention and long-term utilization, building experience in customer lifecycle management and renewals.
Education
Degrees, certifications, and relevant coursework
Lone Star Community College
2014 -
Attended Lone Star Community College in 2014.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
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