Customer Success Operations Lead

QUALIFICATIONS
6+ years of experience in Customer Success Operations, Revenue Operations, GTM Systems, or a related function, with meaningful ownership of a customer or post-sale motion.
Deep understanding of Customer Success operations, including onboarding, health scoring, renewals, expansion, churn, and customer lifecycle management.
Strong hands-on Salesforce expertise, including custom objects and data modeling, advanced Flow, validation and assignment logic, permissions, and reporting architecture.
Experience working with Salesforce sandboxes, deployments, and structured change-management processes.
Strong reporting and analytical capabilities, with the ability to define meaningful metrics, build dashboards, and confidently communicate results to leadership.
Practical integration experience with REST/Bulk APIs, webhooks, and middleware or iPaaS technologies; experience with Stripe billing and subscription data is preferred.
Experience operating in environments with significant data volume, governance requirements, and system complexity while maintaining the speed and flexibility of a growing organization.
Strong understanding of SaaS metrics, including ARR, NRR, gross and net retention, churn, and expansion.
Familiarity with HIPAA requirements and their implications for technology, systems, and data flows.
Strong communication skills and the ability to work effectively across technical and non-technical teams.
Key Competencies & Attributes
Customer Success Operations expertise
Salesforce architecture and hands-on execution
Data-driven decision-making
Systems thinking and process design
Automation and AI orientation
Strong analytical and reporting skills
Cross-functional collaboration
Ownership and accountability
Ability to balance speed with governance
Clear, practical communication
Comfort operating in an evolving, high-growth environment
Preferred Qualifications
Experience with Apex, SOQL, triggers, LWC, SFDX, Git, or CI/CD.
Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, or Platform Developer I.
Experience migrating from a dedicated Customer Success platform such as Gainsight, Vitally, ChurnZero, or Totango into Salesforce.
Experience working with healthcare technology, SaaS, or other regulated technology environments.
Demonstrated use of AI-powered tools to accelerate development, automation, analysis, or operational workflows.
KEY RESPONSIBILITIES
Own the end-to-end customer lifecycle across onboarding, customer health, renewals, expansion, and churn management.
Partner with Customer Success and Support leadership to design scalable lifecycle processes, operating models, SLAs, health scoring, renewal forecasting, and churn-risk playbooks.
Build and optimize these processes directly in Salesforce, including custom objects, data models, Flows, automation, validation and assignment logic, permissions, dashboards, and reporting.
Lead the migration of customer lifecycle processes from a standalone Customer Success platform into Salesforce.
Integrate data from billing, product usage, customer support, and other systems to create actionable customer intelligence.
Develop dashboards and reporting that provide leadership with clear, reliable visibility into customer health, retention, renewals, expansion, and operational performance.
Establish and maintain data quality, governance, and change-management processes as the organization scales.
Use REST and Bulk APIs, webhooks, and middleware/iPaaS tools to connect systems and automate workflows.
Identify opportunities to leverage AI and automation to improve Customer team productivity, responsiveness, and decision-making.
Scope more complex Salesforce development requirements, including Apex where appropriate, and partner with internal systems and engineering resources to deliver solutions.
Serve as a bridge between Customer Success, Support, Finance, Product, and Engineering, translating business requirements into practical systems and workflows.
Continuously evaluate and improve the customer operating model based on data, feedback, and evolving business needs.