[Hiring] Director, Customer Success Operations @Hello Heart

Role Description

We are searching for a proven leader to join us as our Director, Client Success Operations. In this role, you will have the opportunity to collaborate cross-functionally to continue to build out operational strategy, insights, and processes in order to scale our Customer Success organization. You will also work on programs and projects between the Customer Experience organization while representing Sales Operations to the rest of the organization, which are critical to drive world-class experience.

It is also critical, as we scale quickly, that you can help lead us through the next phase of growth by building systems and their connectivity. If you enjoy applying logic to business processes using various systems, while making data flow ‘easy’ across all steps in the customer lifecycle, this could be a good fit for you. This role is for someone who aspires to solve complex business problems through automation while keeping client and end-user needs top of mind.

Reporting into our VP, Sales Operations & GTM Systems, you will seek to improve end-to-end experiences both for internal and cross-functional stakeholders. We are seeking someone who is energetic, self-driven, and motivated who will build scalability across our Customer Experience (CX) department through automation, systems management, and data integrations. To be successful in this position, you should have a user-first mentality and attitude, as both our clients and users are our biggest assets, and we are obsessed with ensuring both are exceedingly happy.

Responsibilities

• Own the end-to-end systems connectivity and usage across the entire CX department.
• Overlay all existing processes into appropriate tools to make sure ‘who-does-what-when’ aspects are captured seamlessly.
• Work closely with key CX leadership to ensure business requirements are identified, and a plan of action is managed to automate all initiatives.
• Act as a proactive business partner to Customer Success leadership, anticipating needs, identifying operational gaps, and driving forward-looking solutions that enable scale.
• Ability to work bottom up as well as top down to drive growth discussions as we look to build a ‘white glove service experience’ across our organization.
• Partner with internal and cross-functional stakeholders across Customer Experience, Marketing, Product, and Sales teams to drive stronger alignment on our goals and objectives.
• Ability to think Scalability and Efficiencies at all times – allow automation and systems to be that one point solution instead of ‘patch-fixes’.
• Own reporting and dashboards associated with CX needs – work in collaboration with our cross-functional Data team for support.
• Collaborative and a team player to align with all Revenue Operations stakeholders and have a ‘one team’ mentality.
• Create efficiencies across all aspects of the CX lifecycle through overlapping business acumen with technical know-how while building Sales Operations for scale.
• Ability to measure performance through various KPIs (ex: revenue growth, client health, CS lifecycle, attribution and conversion rates, speed of progression, user adoption, audit trails, bottleneck improvements, etc).
• Manage and prioritize project plans to set appropriate expectations, address stakeholder goals, determine target dates, and provide regular updates.
• Focused on measuring your own success through various metrics/KPIs (Ex: Systems health and usage, data flow management, data accuracy rate, dashboard / reporting adoption, automation, speed to delivery, etc).

Qualifications

• 7+ years of professional experience across business systems management, database management and/or automation.
• Experience working in a revenue-focused department is a must (Customer Success, Sales, or Marketing).
• Relevant industry experience within digital healthcare or SaaS is a plus.
• Ability to think operationally across CX, with the ability to influence process lifecycle with appropriate technical resources, is highly preferred.
• Proven leader who has experience working in a complex business environment and across multiple systems and automation tools to drive effective outcomes.
• Knowledge of working with Salesforce.com, Tableau, BI Tool, Asana, or similar systems.
• You are an AI superuser, utilizing AI in your daily work and familiar with multiple AI tools.
• Ability to travel up to 15% annually as needed.

Compensation

The US base salary range for this full-time position is $160,000.00-$190,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.

Benefits

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.