Customer Success Operations Manager

Jobgether

6d • $130,000 - $150,000 • Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Operations Manager in United States.
This role is responsible for optimizing internal processes and enabling Customer Success teams to deliver an exceptional client experience. The Customer Success Operations Manager will lead initiatives that improve workflows, streamline escalations, and enhance support for clinical and technical users across the organization. You will manage cross-functional projects, document and implement process improvements, and serve as a thought partner for complex client requests. This position requires strong operational rigor, excellent communication skills, and the ability to balance multiple priorities in a remote environment. The ideal candidate thrives in fast-paced settings, has a data-driven mindset, and brings a proactive approach to problem-solving. You will have direct impact on client satisfaction, team efficiency, and overall operational excellence.

Requirements

• 7+ years of experience in customer service or project management roles, preferably in healthcare technology or SaaS.
• 5+ years of experience creating and optimizing standard operating procedures (SOPs).
• Strong experience in at least one of the following: process documentation, clinical documentation improvement (CDI) software, or healthcare applications.
• Excellent communication skills, comfortable collaborating with both technical and clinical teams.
• Startup or fast-growing company experience preferred, with ability to adapt to changing priorities.
• Strong empathy, patience, and a proactive approach to resolving issues.
• Proficient with Jira, Zendesk, ServiceNow, or similar ticketing/workflow management tools.
• Ability to learn and adapt quickly to new technologies and processes.
• Strong time management and prioritization skills in a remote environment.

Nice To Haves

• SQL proficiency for troubleshooting and analysis.

Responsibilities

• Serve as the escalation point for complex customer support issues that span multiple teams.
• Partner with Customer Success Managers and cross-functional teams to optimize workflows and internal processes.
• Lead multi-week projects addressing customer requests and operational improvements.
• Document and train teams on new or updated procedures and best practices.
• Build collaborative relationships through clear and professional communication aligned with company values.
• Use SQL and other tools to analyze data, triage issues, and provide actionable insights.
• Ensure alignment between Customer Success, Support, and other operational teams to enhance the client experience.

Benefits

• Competitive salary ($130,000–$150,000)
• Comprehensive Medical, Dental & Vision coverage, with a majority of premiums paid
• Paid parental leave up to 12 weeks for birth or adoption
• Remote-first work environment across the U.S.
• Unlimited PTO plus 10 company holidays
• 401(k) with Traditional & Roth options and 4% employer match
• Fast-moving, high-impact environment with minimal bureaucracy
• Collaborative, mission-driven team culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed