The Director, Customer Success Operations, partners with Client Success leadership to develop strategies and provide insights that enable our Client Success team to achieve their retention and growth goals.
You will partner with senior leadership to run critical programs that span our organizations and deliver high impact results. You will work collaboratively with our partners across Product, Go-to-Market, Finance, Analytics, Care and Clinical Operations teams to build & improve products that deliver value for our buyers and provide a transformational healthcare experience for our members. You will be part of a small and adaptable team that will help to change the way healthcare is experienced by millions of members.
Responsibilities
- You will drive strategy around optimizing the performance of a large and growing Client Success team.
- You will own tracking, reporting and analysis of Client Success business metrics including retention, upsell, and pricing.
- You will generate regular executive-level communication and readouts.
- You will build, monitor, and analyze the health of Included Health’s overall Client Success businesses through dashboards, ad-hoc analyses, and ongoing ‘run the business’ forums to track performance against business plans.
- You will leverage data to advise the Client Success organization based on results against current strategies, with a deep focus on continuous improvement and target setting.
- You will own the data platform infrastructure and tooling for the Client Success team.
- You will partner with Product, Operations and Finance to solve key business challenges.
- You will lead a team, including project planning and performance management.
Qualifications
- Bachelor’s degree or equivalent practical experience.
- 10+ years of relevant professional experience with at least 5 of those in management consulting, high-growth startups, investment banking, private equity or venture capital.
- Experience managing a large, growing team.
- Ability to leverage and analyze data.
- Proven ability creating effective relationships, while remaining influential and collaborative.
- Proficiency in spreadsheet analysis (Excel, Google Sheets), data visualization (Looker, Tableau) and reporting.
- Experience with Salesforce as a CRM.
- Proven ability reporting out to executive-level stakeholders.
Physical/Cognitive Requirements
- Capability to remain seated in a stationary position for prolonged periods.
- Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $149,450 – $211,100 + equity + benefits
Zone B: $164,395 – $232,210 + equity + benefits
Zone C: $179,340 – $253,320 + equity + benefits
Zone D: $194,285 – $274,430 + equity + benefits
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