Sr. Leader, Customer Success Operations

AdvancedMD•South Jordan, UT

6d•Hybrid

About The Position

AdvancedMD is seeking a Sr. Leader, Customer Success Operations to build and lead the function responsible for the technology stack, data infrastructure, playbooks, and reporting that supports their customer success organization. This role is crucial for supporting both established enterprise clients and a new product-led offering. The position requires a systems thinker who can design and implement scalable infrastructure, translate customer data into operational decisions, and establish an operating rhythm for the CS team. The Sr. Leader will report directly to the Chief Customer Officer and collaborate with various departments including Product, Finance, Sales, Marketing, and Engineering. This is a hands-on role focused on both strategy and execution, with the autonomy to rebuild the CS operations function from the ground up.

Requirements

10+ years in Customer Success or a related function
At least 3–4 years in an Ops-specific leadership role
Background in B2B SaaS
Hands-on experience evaluating and implementing CS platforms
Track record of building a technology stack that gets used
Proven track record building reporting infrastructure from scratch in high-growth or PE-backed environments
Systems thinking ability to understand data flow, identify breaks, and implement fixes
Ability to construct a customer journey map and use it as a practical tool
Clear point of view on how AI can improve CS operations and experience applying it
Ability to move between a Board-ready summary and a SQL query
Direct, organized, and comfortable operating with limited resources
Commitment to data quality and process consistency
Clear communication skills with non-technical stakeholders

Nice To Haves

Healthcare IT experience
Experience building a CS Ops function from scratch
Obsession with the customer journey and translating operational data into decisions
Ability to build a clean Board-ready deck independently
Genuine passion for healthcare technology and understanding of drivers for churn and expansion in medical practices
Experience in both high-growth and scaled CS environments
Ability to turn data into clear, actionable priorities for the CS team
Ability to lead with clarity and calm in ambiguous environments
Trusted operational partner to Product, Sales, and C-suite

Responsibilities

Evaluate, select, and implement the CS technology stack, managing vendor relationships and contract negotiations.
Own the customer journey map and ensure tools remove friction and produce reliable data.
Partner with Product, Finance, Sales, Marketing, and Engineering to share customer data across the organization.
Build and own the at-risk account reporting process, including tiered health scoring and early warning signals.
Own and ensure the accuracy and consistency of key CS metrics (GRR, NRR, churn by segment, NPS, time-to-value) for executive reporting.
Identify patterns in churn and expansion data and implement changes to address them.
Design and operationalize CS playbooks across the customer lifecycle (onboarding, adoption, renewal, escalation).
Design the framework for digital touch workflows and consult on their implementation.
Build the operating rhythm for the CS team, including QBRs, account reviews, escalation protocols, and capacity modeling.
Partner with the implementation team to reduce time-to-value through automation, AI, self-serve resources, and faster customer adoption.
Lead and develop a growing CS Ops team.
Build a culture of rigor, accountability, and continuous improvement within the CS Ops team.
Act as a thought partner to the CCO on organizational design, headcount planning, and CS strategy.