CipherHealth is hiring a

Customer Success Operations Manager

New York, United States

CipherHealth is a fast-growing company in the healthcare technology space with a suite of intuitive patient engagement solutions that streamline the responsibilities of hospital staff, increase patient involvement and satisfaction, and positively influence outcomes.

Our team is incredible. We are an award-winning company that strives to do better every day. Besides our fun team activities and events, company masseuse, and cornucopia of healthy snacks, the work ethic, commitment to core values, and firm knowledge that we help people across the country are really what tie us all together.

 Job Description

CipherHealth is looking for a Customer Success Operations Manager with 5-7 years of experience in a high growth and fast-paced SaaS environment. You will own the development, implementation, change management, and ongoing scaling efforts of the CS organization, including the alignment of work across the CS sub-teams of implementations, and support. Key areas of responsibility will include operational ownership of renewals, cross-team alignment of processes, playbook development, measurement and management of customer satisfaction initiatives, and the development of training and enablement functions. A key component of success will be the ability to roll up your sleeves, wear many hats, and effectively prioritize key initiatives, while consistently providing solutions for scale and efficiency.

Key Responsibilities include but are not limited to:

  • Define systems and processes that drive productivity, efficiency and visibility across the entire Customer Success organization.
  • Execute on optimization and scaling initiatives to support and enhance the customer experience
  • Provide project leadership to implement new software solutions, train the team on new technologies, and drive adoption of solutions.
  • Work cross functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes
  • Renewal records management and oversight of our renewals forecast
  • Develop and execute renewal selling strategies
  • Support the continued evolution of a Renewals playbook
  • Ability to own, manage, and execute renewals including cross-functional work with Sales, Implementation, Customer Success, and Finance teams
  • Collaborate with Customer Success Managers on account planning and aligning quarterly business reviews (QBRs) to the customer journey with new opportunities to grow the relationship
  • Support Customer Success team in identifying, managing, and mitigating account risk in support of renewing accounts
  • Help create and execute on plans to ensure accounts are referenceable
  • Properly qualify expansion opportunities
  • Drive adoption of Salesforce platform, including reporting and dashboards for key business measures and performance
  • Customer Satisfaction measurement and service recovery efforts
  • Development and execution of training & enablement for Customer Success

 Qualifications:

  • 5-7 years of Customer Success Operations Management
  • Project Management experience
  • Experience reviewing and supporting SaaS contracts
  • Experience managing account records in a SaaS environment
  • Adult learning certifications (or work experience standing up training and enablement programs)
  • Highly energized team player
  • Experience and comfort in a dynamic, rapidly growing organization
  • Proficient in Salesforce.com
  • Intermediate to advanced competence with Microsoft Excel
  • Excellent verbal and written skills
  • Collaborative, Agile, Resourceful, consistently Engaged, and a roll-up-the-sleeves, “I can do it” attitude
  • Bachelor’s Degree

 Knowledge, Skills and Abilities:

  • Customer-focused and passionate about outcomes
  • Proven track record of working collaboratively, being agile, and resourceful
  • Prior Customer Success experience
  • Track record of successfully building and implementing CS training programs
  • Ability to cultivate positive cross-functional working relationships
  • Excellent communication skills, including writing, proof-reading skills and speaking
  • Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence
  • Process orientated and workflow optimization minded
  • Ability to prioritize, schedule and organize work
  • Ability to accomplish job requirements with limited supervision
  • Travel less than 5%