Sr. Leader, Customer Success Operations

AdvancedMD•South Jordan, UT

3d•Hybrid

About The Position

AdvancedMD is seeking a Sr. Leader, Customer Success Operations to build and lead the infrastructure that supports their customer success organizations. This role is crucial for both their established enterprise motion and a new product-led offering. The individual will own the technology stack, data infrastructure, playbooks, and reporting essential for the CS team. This is a hands-on, builder role with the autonomy to rebuild the function from the ground up, reporting to the Chief Customer Officer. The position requires a strategic mindset combined with strong execution skills, focusing on designing scalable systems, leveraging customer data for operational decisions, and establishing an operating rhythm for the CS team.

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.
Proven track record building reporting infrastructure from scratch in high-growth or PE-backed environments.
Systems thinking ability to understand data flow and identify/fix issues.
Ability to construct and practically use a customer journey map.
Understanding of how AI can improve CS operations.
Ability to communicate complex data and insights to both technical and non-technical stakeholders.
Direct, organized, and comfortable operating with limited resources.
Commitment to data quality and process consistency.
Clear communication 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 improvements.
Ability to build a Board-ready deck independently.
Genuine passion for healthcare technology and understanding of drivers in medical practice environments.
Experience in both high-growth and scaled CS environments.
Ability to bring data to life and translate it into actionable priorities.
Leadership with clarity and calm in ambiguous environments.
Ability to adapt operating models to business stage.

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 metrics reported to C-suite and the Board, such as GRR, NRR, churn by segment, NPS, and time-to-value.
Identify patterns in churn and expansion data and implement changes to address them.
Design and operationalize CS playbooks for onboarding, adoption, renewal, and escalation.
Design the framework for digital touch workflows and consult with CS leaders on 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 by identifying automation opportunities, leveraging AI, and enhancing self-serve resources.
Lead and develop a CS Ops team, fostering a culture of rigor, accountability, and continuous improvement.
Act as a thought partner to the CCO on organizational design, headcount planning, and CS strategy.