Director, Customer Success Operations
The Director of Customer Success Operations at Tebra will collaborate closely with the Chief Customer Officer to enhance operational efficiency across the Customer Success, Support, Professional Services, and Expansion teams. This role is pivotal in translating strategic objectives into actionable plans, ensuring clients receive exceptional service, and driving improvements in retention, satisfaction, and operational efficiency through innovation.
Key responsibilities include overseeing the Customer Success operating rhythm, managing strategic projects, preparing executive communications, and implementing a robust Voice of Customer program. The role also involves developing annual roadmaps with quarterly objectives, leading large-scale organizational changes, and collaborating with the FP&A team on annual planning processes. Additionally, the Director will oversee capacity planning for Customer Success teams and drive AI adoption to enhance employee efficiency and customer outcomes.
Candidates should have over 10 years of leadership experience in Business Operations, Customer Success Operations, or Consulting, with a Bachelor's degree or equivalent experience. A strong understanding of AI trends and the ability to leverage AI within Customer Success is essential. The ideal candidate will possess strong analytical and problem-solving skills, executive-level communication abilities, and thrive in a fast-paced environment. Experience in healthcare or healthcare SaaS is considered a strong plus.
Compensation for this role ranges from $200,000 to $228,000 annually. Benefits include healthcare coverage, discounts for work-from-home essentials, wellness and childcare subsidies in Costa Rica, and educational discounts in Costa Rica. Additional resources for mental health and overall well-being are also provided.
Tebra fosters a culture that emphasizes customer-centricity, simplicity, entrepreneurial spirit, collaboration, and celebration of success. The company offers opportunities for professional growth and encourages applicants to join a team dedicated to transforming healthcare through innovative solutions.