Customer Success Operations Manager

Jobgether

2d • $130,000 - $150,000 • Remote

About The Position

The Customer Success Operations Manager will play a pivotal role in optimizing internal processes and ensuring a seamless experience for clients using complex healthcare technology applications. This role combines operational leadership, project management, and cross-functional collaboration to enhance customer satisfaction and streamline workflows. You will serve as a thought partner to Customer Success Managers, guiding escalation resolution, documenting processes, and implementing scalable solutions. The position requires strong analytical skills, proficiency with workflow tools, and the ability to translate technical and clinical needs into actionable operational strategies. The ideal candidate thrives in a fast-paced, remote environment, demonstrates empathy for clients and teammates, and drives continuous improvement initiatives across the organization. This role offers the opportunity to make a direct impact on client outcomes while shaping the operational backbone of a growing technology-driven business.

Requirements

• 7+ years of experience in customer service, operations, or project management, ideally within healthcare technology or SaaS environments
• 5+ years of experience creating and optimizing standard operating procedures (SOPs) or process documentation
• Experience with clinical documentation improvement (CDI) software or healthcare applications is a plus
• Startup experience, particularly in healthcare or health tech, is highly valued
• Proficiency with Jira, Zendesk, ServiceNow, or similar ticketing and workflow management tools
• Strong communication and collaboration skills, capable of working effectively with technical and clinical teams
• Ability to adapt to changing priorities and manage multiple projects in a remote environment
• Empathy, patience, and a proactive approach to solving issues before they escalate
• SQL proficiency and technical troubleshooting skills are a plus

Responsibilities

• Lead cross-functional projects to optimize and standardize internal processes that impact customer experience
• Serve as the escalation point for complex support issues spanning multiple teams
• Collaborate closely with Customer Success Managers to align on client requests and operational priorities
• Document, train, and communicate updated or new processes to internal teams
• Build strong collaborative relationships across departments through professional and clear communication
• Leverage SQL or other tools to troubleshoot and triage complex customer issues effectively
• Proactively identify areas for process improvement and operational efficiency

Benefits

• Competitive salary range: $130,000–$150,000 USD
• Fully remote role within the United States
• Comprehensive Medical, Dental, and Vision coverage (75% of premiums covered depending on plan)
• Paid parental leave of up to 12 weeks for birth or adoption
• Unlimited PTO plus 10 company holidays
• 401(k) with traditional and Roth options, including a 4% company match
• Fast-moving, low-bureaucracy environment
• Collaborative and mission-driven team with supportive colleagues

What This Job Offers

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