Customer Success Operations Manager

About This Role

Optimize internal processes and enable Customer Success teams to deliver an exceptional client experience by improving workflows, streamlining escalations, and enhancing support for clinical and technical users. This role involves leading cross-functional projects and implementing process improvements in a remote setting.

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

Requirements

• 7+ years of experience in customer service or project management roles
• 5+ years of experience creating and optimizing standard operating procedures (SOPs)
• Strong experience in process documentation, clinical documentation improvement (CDI) software, or healthcare applications
• Excellent communication skills
• Proficient with Jira, Zendesk, ServiceNow, or similar ticketing/workflow management tools

Qualifications

• 7+ years of experience in customer service or project management roles, preferably in healthcare technology or SaaS, and 5+ years of experience creating and optimizing standard operating procedures (SOPs).

Nice to Have

• Startup or fast-growing company experience
• SQL proficiency for troubleshooting and analysis

Skills

* Required skills

Benefits