Director, Customer Success Operations

About the Role

The Director of Customer Success Operations will serve as a strategic partner to the Chief Customer Officer, driving operational excellence across the Customer Success, Support, Professional Services and Expansion organizations. You will ensure the operating rhythm of Customer Success runs seamlessly, overseeing strategic projects, preparing executive level communications and ensuring that we have a repeatable system team operating cadences. You will be responsible for translating the CCO’s vision into actionable results, ensuring our clients receive a world-class experience and we are driving desired outcomes in retention, customer satisfaction, and efficiency through innovation. This critical position will require a self-directed, skilled problem solver with strong execution and communication skills. You will help CS drive operational excellence at scale, and ultimately take our service delivery to the next level through innovative change.

Your Area of Focus

Strategic Planning & Execution

• Own and execute the CS operating rhythm, including CS All Hands, CS onsites, board meeting prep, and weekly meetings.
• Drive the development of our annual roadmap with quarterly objectives. Ensuring objectives tie back to top company goals and core business outcomes, incorporating feedback from key stakeholders across the team.
• Generate executive summaries of our Customer Success programs, initiatives, successes, and program/project risk.
• Lead the organization through large scale change and transformation, ensuring we have a solid change management framework.
• Be the main point of contact and work directly with the FP&A team on our Annual Planning (AOP) process, assisting with headcount, goal setting, and budget planning process.
• Oversee capacity planning and capacity models for all Customer Success teams. You will ensure we have a repeatable system for proactive hiring to keep up with customer demands. As well, ensure we are on track with productivity assumptions and making any necessary changes as the business fluctuates.

Performance & Data Insights

• Own the single source of truth for the Customer Success organization across our key metrics. Build, standardize and maintain Customer Success Dashboards, ensuring data alignment and access between Gainsight, Salesforce, and CxOne. Eliminate manual data manipulation.
• Develop a predictive retention model with a rolling 12 month look on GRR and NRR. Identify trends and cohorts before they reach the escalation point.
• Architect dynamic headcount models for the onboarding and support teams to determine at what level of increased volume additional staff or where AI automation can defer hiring.
• Oversee a team of functional business analysts responsible for explaining what happened and why it happened. Deliver a monthly executive briefing to the CCO with the highlights including specific operational levers to improve.
• Implement a robust Voice of Customer Program leveraging multiple data sets across NPS, CSAT, churn, product usage and customer behavior. Leveraging these insights, you will work across the business to drive action in improving GRR, NRR, CSAT, NPS and employee efficiency.
• Ensure real time sentiment analysis is automated and integrated into the daily workflows of Account Managers to focus on the VOC.
• Define and track the ROI for all major CS projects. Provide status, objective data on whether the initiatives are hitting their intended financial and operational targets.
• Produce regular performance summaries in advance of board meetings, quarterly business reviews, and monthly read-outs highlighting CS performance and areas of opportunity.

Strategic Initiatives, Projects and Events

• Drive the AI adoption into meaningful outcomes, such as employee efficiency, and improvements in retention and expansion.
• Ensure Customer Success organization is effectively utilizing key technology, in terms of efficiency, utilization and ROI. Oversight of top vendors and budget management.
• Process re-engineering: Ensure Top 20 Customer Success processes are optimized to reduce client friction (Sales-to-onboarding hand-off, client cancellation, case submission, etc.)
• Lead CS Leadership on innovative strategies to radically improve our customers' experience.
• Take a lead role in planning and executing bi-annual customer success onsites.

Cross-functional Collaboration

• Key member in cross-functional steering committees to drive GTM process across Tebra.
• Develop strong relationships across the business to help drive organizational change, such as the leaders of revenue operations and product operations.
• Serve as the representative for Customer Success (CS) in cross-functional projects, cascading strategic updates to CS leadership while gathering, synthesizing, and relaying CS requirements, insights, and feedback to cross-functional stakeholders to ensure alignment and execution across the business.

Your Professional Qualifications

• 10+ years Leadership experience in Business Operations, Customer Success Operations, or Consulting.
• Bachelor's degree or equivalent experience.
• Well versed in AI trends and have the technical understanding and capability to create value across CS with the adoption of AI.
• Low Ego, High Impact: You are comfortable working behind the scenes to make the broader team successful.
• Operator by nature: Strong analytical skills and a problem solver. You don't just export data from Salesforce or Gainsight; you tell a story with it.
• Executive communication skills; written and verbal.
• Thrives in a fast paced environment.
• Expert in delivering feedback, insights, recommendations and bubbling up risks to the organization is a MUST.
• Champion of a winning culture.
• Must have integrity and a self-starter, go-getter mentality.
• Aspires to share their knowledge for the greater good.
• Eager to grow, learn, and evolve.
• Healthcare or Healthcare SaaS experience is a strong plus!

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