Customer Success Operations Lead

Healthie•New York, NY

1d•Hybrid

About The Position

Healthie is an AI-Native, ONC Certified EHR for modern outpatient healthcare, powering clinically excellent healthcare for over 40,000 providers. Our platform includes EHR, Scheduling, Engagement, Billing, and Data, with thousands of configurations and automations, and is API-first. Over 3 billion API calls are made to Healthie monthly by thousands of organizations serving over 21 million patients across 35 specialties. We believe in using technology to improve healthcare access and are building the necessary infrastructure. We operate with speed and quality, are customer-obsessed, and share our product roadmap publicly. Healthie is backed by leading investors, has raised $42M, and operates with fiscal responsibility, having been profitable for over half of its existence. We are committed to building for our customers long-term. This role is within Revenue Operations, a core strategic function at Healthie. The Customer Success and Customer Support teams are critical for growth. As Healthie scales towards $100MM+ in ARR, the customer lifecycle (onboarding, health, renewals, expansion) is migrating into Salesforce. This role will own the entire lifecycle: design, build, and report on it, making the Customer teams faster and more effective. The Customer Success Operations Lead will design the lifecycle motion with CS and Support leadership and then build it in Salesforce, including objects, Flows, automation, dashboards, and integrations that connect billing, product usage, and support activity into actionable signals for CSMs. This is a senior individual contributor role with significant ownership. The ideal candidate is a CS Ops operator first, with a deep understanding of CS Ops workflows, and is also hands-on in Salesforce, capable of building most designs without waiting for a developer. For complex builds requiring Apex, the role will scope and partner with the GTM Systems Admin. The role reports to the Director of Revenue Operations and collaborates with VPs of Customer Management and Support, the GTM Systems Admin, and teams across Finance, Product, and Engineering. Healthie leverages AI-enabled and AI-accelerated development, seeking team members who actively use AI tools, embrace automation, and promote AI-assisted engineering practices.

Requirements

6+ years in Customer Success Operations, RevOps, or GTM systems, with meaningful ownership of a CS or post-sale motion.
Deep understanding of CS Ops workflows: onboarding, health scoring, renewals, expansion, and churn.
Strong hands-on Salesforce builder: custom objects and data modeling, advanced Flow, validation and assignment logic, permissions, and reporting architecture.
Comfortable with sandboxes and a real deployment and change-management process.
Reporting depth: ability to build dashboards, define metrics, and defend numbers.
Practical integration experience: REST and Bulk APIs, webhooks, and middleware or iPaaS tooling.
Scaled-company rigor and startup speed: experience operating in environments with significant data volume, governance, and complexity, thriving at startup rhythm with ambiguity, ownership, and fast iteration.
AI-native: actively uses AI tools in daily work and is excited to build AI-powered systems.
SaaS fluency: comfortable with ARR, NRR, gross and net retention, churn, and expansion, and how they are represented in systems.
Strong communicator: ability to translate between Customer Success, Finance, Product, and Engineering, and set realistic expectations under change.
Understands HIPAA constraints on tooling and data flows.
U.S. work authorization is required.

Nice To Haves

Apex, SOQL, triggers, LWC, or SFDX / Git / CI experience.
Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, Platform Developer I).
Prior migration off a dedicated Customer Success platform (Vitally, Gainsight, ChurnZero, Totango) into Salesforce.
Direct experience with Stripe billing and subscription data.

Responsibilities

Own the customer lifecycle end to end: design it, build it, report on it, and make the Customer teams faster.
Design the customer lifecycle motion with CS and Support leadership.
Build the customer lifecycle in Salesforce, including objects, Flows, automation, dashboards, and integrations.
Turn Stripe billing, product usage, and support activity into actionable signals for CSMs.
Build dashboards, define metrics, and defend the numbers in front of leadership.
Scope Apex development and partner with the GTM Systems Admin when necessary.
Actively leverage AI-powered development tools and embrace automation.
Train and conform to expectations regarding security and compliance, including HIPAA constraints.