Head of Customer Success Operations

About the Role

Were looking for a dynamic data-driven leader to scale and optimize our Customer Success Operations. As the Head of Customer Success Operations you will play a pivotal role in ensuring that our global Customer Success teams deliver measurable value to customers and drive sustainable growth for the business. This is a senior leadership role for someone who thrives at the intersection of operations strategy and customer advocacy.

You will focus on optimizing key success metrics like Net Revenue Retention (NRR) Gross Retention Adoption Health Scores Expansion ARR and our fast-paced high-growth environment this role requires a strategic thinker who can also execute tacticallybuilding scalable processes deploying enabling technologies and equipping teams with actionable insights.

Youll collaborate closely with leaders across Sales and Product to create a seamless insight-driven customer journey - from onboarding and implementation through adoption renewal and expansion. If youve scaled SaaS businesses with $300M in revenue at 30% growth rates and know how to transform customer success operations into a growth engine we want you to join us in shaping the future of healthcare.

A Day in the Life

• Own lifecycle outcomes with a hard scorecard: NRR GRR churn renewal rate expansion ARR onboarding cycle time Time-to-First-Value product adoption NPS/CSAT and renewal forecast accuracy.
• Build or mature Implementation Professional Services Support and Renewals under a single CS Ops umbrella.
• Ship repeatable onboarding to value playbooks; standardize SLAs RACI and handoffs from Sales Services CSM Support.
• Run an Onboarding Acceleration program to shorten time-to-go-live; weekly burn-down on blockers; publish cohort dashboards that show % live median days to live and first-value milestones
• Drive adoption & health at scale: define product usage north-stars and leading indicators; launch success plans QBR templates and automated nudges. Aim for double-digit adoption lifts within two quarters.
• Renewals & expansion rigor: institute a 120/90/60/30 renewal motion risk codes and save-plays; build expansion pipeline with packaged PS offers and value realization narratives.
• Exec-level analytics: own JIRA/Salesforce/BI dashboards; weekly KPI review; renewal forecast accuracy 5%; root-cause analysis on churn with corrective actions.
• AI Awareness & Application: Leverage knowledge of AI and automation to improve CS tooling customer insights and internal efficiency
• Capacity & planning: model coverage ratios (accounts/CSM implementations/PM) PS utilization Support SLA staffing; quarterly headcount plans tied to ARR and logo growth.
• Cross-functional with Product & Engineering: convert customer insights into roadmap requests; sponsor beta programs; quantify impact (e.g. feature X reduces onboarding by 10 days).
• Quality & escalation leadership: act as executive sponsor for top health systems/payers; lead major incident postmortems and get-well plans with time-boxed outcomes.
• Collaborate with the senior leadership team on key M&A integrations ensuring smooth operational alignment and effective post-acquisition integration
• Manage and mentor a team of CS Ops fostering an environment of continuous improvement innovation and accountability focused on key business metrics.
• Culture & enablement: coach leaders; stand up CS enablement (playbooks role-based training certifications); hire for operational excellence and customer empathy.

What You Need

• 12 years of Experience with 3 years in senior leadership roles at SaaS companies or Management Consulting.
• Proven record of delivering >95% GRR >115% NRR and faster time-to-value through scalable CS operations.
• Expertise in customer lifecycle designonboarding adoption renewals support and expansion.
• Strong data-driven mindset experienced with Gainsight Salesforce and analytics to drive retention and growth.
• Demonstrated success in building and leading high-performing global teams across CSM Implementation and Support.

We offer competitive benefits to set you up for success in and outside of work.

Heres What We Offer

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year in addition to company holidaysbecause we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industrys most generous parental leave policies to support you during lifes most important moments.
• Recognition & Rewards: We celebrate winsbig and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work wont go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical dental and vision insurance plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal state or local law including without limitation race color religion gender gender identity or expression sexual orientation national origin genetics medical condition disability age marital status or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.

For any additional information please visit the below websites:

E-Verify

Right to Work (English)

Right to Work (Spanish)

Disclaimer:

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information we strongly advise you to report them immediately to our HR department at Additionally please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information including bank account details.

Required Experience:

Director