Head of Customer Success Operations

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Head of Customer Success Operations

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Innovaccer

We’re looking for a dynamic, data-driven leader to scale and optimize our Customer Success Operations. As the Head of Customer Success Operations, you will play a pivotal role in ensuring that our global Customer Success teams deliver measurable value to customers and drive sustainable growth for the business. This is a senior leadership role for someone who thrives at the intersection of operations, strategy, and customer advocacy.

You will focus on optimizing key success metrics like Net Revenue Retention (NRR), Gross Retention, Adoption, Health Scores, Expansion ARR, and NPS. In our fast‑paced, high‑growth environment, this role requires a strategic thinker who can also execute tactically—building scalable processes, deploying enabling technologies, and equipping teams with actionable insights.

You’ll collaborate closely with leaders across Sales and Product to create a seamless, insight‑driven customer journey—from onboarding and implementation through adoption, renewal, and expansion. If you’ve scaled SaaS businesses with $300M+ in revenue at 30%+ growth rates and know how to transform customer success operations into a growth engine, we want you to join us in shaping the future of healthcare.

A Day in the Life

Own lifecycle outcomes with a hard scorecard : NRR, GRR, churn, renewal rate, expansion ARR, onboarding cycle time, Time‑to‑First‑Value, product adoption, NPS / CSAT, and renewal forecast accuracy.

Build or mature Implementation, Professional Services, Support, and Renewals under a single CS Ops umbrella.

Ship repeatable onboarding to value playbooks; standardize SLAs, RACI, and handoffs from Sales → Services → CSM → Support.

Run an “Onboarding Acceleration” program to shorten time‑to‑go‑live; weekly burn‑down on blockers; publish cohort dashboards that show % live, median days to live, and first‑value milestones.

Drive adoption & health at scale : define product usage north‑stars and leading indicators; launch success plans, QBR templates, and automated nudges. Aim for double‑digit adoption lifts within two quarters.

Renewals & expansion rigor : institute a 120 / 90 / 60 / 30 renewal motion, risk codes, and save‑plays; build expansion pipeline with packaged PS offers and value realization narratives.

Exec‑level analytics : own JIRA / Salesforce / BI dashboards; weekly KPI review; renewal forecast accuracy ≥ ±5%; root‑cause analysis on churn with corrective actions.

AI Awareness & Application : leverage knowledge of AI and automation to improve CS tooling, customer insights, and internal efficiency.

Capacity & planning : model coverage ratios (accounts / CSM, implementations / PM), PS utilization, Support SLA staffing; quarterly headcount plans tied to ARR and logo growth.

Cross‑functional with Product & Engineering : convert customer insights into roadmap requests; sponsor beta programs; quantify impact (e.g., feature X reduces onboarding by 10 days).

Quality & escalation leadership : act as executive sponsor for top health systems / payers; lead major incident postmortems and “get‑well” plans with time‑boxed outcomes.

Collaborate with the senior leadership team on key M&A integrations, ensuring smooth operational alignment and effective post‑acquisition integration.

Manage and mentor a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics.

Culture & enablement : coach leaders; stand up CS enablement (playbooks, role‑based training, certifications); hire for operational excellence and customer empathy.

What You Need

12+ years of experience, with 3+ years in senior leadership roles at SaaS companies or Management Consulting.

Proven record of delivering >

95% GRR, >

115% NRR, and faster time‑to‑value through scalable CS operations.

Expertise in customer lifecycle design—onboarding, adoption, renewals, support, and expansion.

Strong data‑driven mindset, experienced with Gainsight, Salesforce, and analytics to drive retention and growth.

Demonstrated success in building and leading high‑performing global teams across CSM, Implementation, and Support.

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

Generous Paid Time Off :

Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work‑life balance fuels performance.

Best‑in‑Class Parental Leave :

Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.

Recognition & Rewards :

We celebrate wins—big and small. Get rewarded with monetary incentives and company‑wide recognition for your impact and dedication. Your hard work won’t go unnoticed.

Comprehensive Insurance Coverage :

Stay covered with medical, dental, and vision insurance, plus 100% company‑paid short‑ and long‑term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E‑Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.

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