Director, Customer Success Operations

Role Overview

This leadership role partners closely with the Chief Customer Officer to strengthen how Customer Success operates across Support, Professional Services, and Expansion. The position is focused on building a reliable operating cadence, leading important programs, creating executive-ready communication, and turning strategy into measurable action. Success in this role means improving retention, customer satisfaction, and operational efficiency through smart process design and innovation.

Strategic Planning and Execution

• Own the recurring operating rhythm for Customer Success, including all-hands meetings, onsite sessions, board preparation, and weekly leadership touchpoints.
• Shape the annual roadmap and quarterly objectives so they connect clearly to company priorities and business outcomes.
• Prepare concise executive summaries covering programs, initiatives, wins, and project risks.
• Guide the organization through large-scale transformation with a structured change-management approach.
• Act as the primary partner to FP&A during annual planning, supporting headcount, targets, and budget planning.
• Lead capacity planning and model development across Customer Success teams to support proactive hiring and maintain productivity assumptions as demand changes.

Performance and Data Insights

• Own a single source of truth for Customer Success metrics and maintain standardized dashboards across Gainsight, Salesforce, and CxOne.
• Reduce manual data handling by improving data alignment and access across systems.
• Build a predictive retention model using a rolling 12-month view of GRR and NRR.
• Create flexible headcount models for onboarding and support teams to determine when staffing or AI automation can offset growth in volume.
• Lead a team of business analysts focused on explaining performance trends and the reasons behind them.
• Deliver monthly executive updates to the CCO with insights, highlights, and recommended operational improvements.
• Build and run a Voice of Customer program using NPS, CSAT, churn, usage, and behavior data.
• Use VOC insights to improve GRR, NRR, CSAT, NPS, and employee efficiency.
• Automate real-time sentiment analysis and embed it into the daily workflows of Account Managers.
• Define ROI for major Customer Success initiatives and report on progress against financial and operational goals.
• Prepare performance readouts for board meetings, quarterly business reviews, and monthly business updates.

Strategic Initiatives, Projects, and Events

• Drive adoption of AI in ways that improve employee efficiency, retention, and expansion outcomes.
• Ensure Customer Success teams are using core tools effectively, with attention to efficiency, utilization, and return on investment.
• Oversee top vendors and manage associated budgets.
• Re-engineer key processes to reduce friction across the customer journey, including sales-to-onboarding handoff, cancellation, and case submission.
• Partner with CS leadership to design innovative approaches that elevate the customer experience.
• Help plan and execute bi-annual Customer Success onsite events.

Cross-Functional Collaboration

• Participate in cross-functional steering committees that support go-to-market process improvement across the company.
• Build strong working relationships with leaders in revenue operations, product operations, and other teams to support organizational change.
• Represent Customer Success in cross-functional work, sharing updates, consolidating feedback, and ensuring alignment between CS leadership and partner teams.

Professional Qualifications

• At least 10 years of leadership experience in business operations, Customer Success Operations, or consulting.
• Bachelor’s degree or comparable experience.
• Strong understanding of AI trends and the practical ability to apply AI to create value in Customer Success.
• Comfortable influencing behind the scenes and enabling broader team success.
• Strong analytical mindset with the ability to turn data into a clear narrative.
• Excellent written and verbal executive communication skills.
• Ability to thrive in a fast-moving environment.
• Strong at surfacing risks, recommendations, and actionable insights.
• Committed to building a strong, winning culture.
• High integrity, initiative, and ownership mindset.
• Willing to share knowledge and keep learning and improving.
• Healthcare or healthcare SaaS background is a plus.

Compensation

For Zone 1, the base salary range is USD 200,000 to USD 228,000. Compensation is adjusted based on experience, qualifications, role requirements, and geographic zone. Eligible employees may also receive variable pay and a benefits package.

About the Company

Tebra provides an all-in-one EHR+ platform built for independent healthcare practices. The platform combines EHR, billing, automation, telehealth, and marketing tools to help practices streamline operations, increase revenue, and reduce burnout. More than 42,000 private practices use Tebra to simplify work and support clinicians in spending more time with patients.

Values

• Put customers first.
• Keep solutions simple.
• Stay entrepreneurial.
• Work better together.
• Celebrate success.

Perks and Benefits

U.S.-based employees may receive healthcare benefits, a Dell discount for home-office essentials, wellness resources, Gympass access, and employee assistance support. Costa Rica-based employees may receive a wellness and childcare subsidy, an education discount, Gympass access, and employee assistance resources.

Compliance and Hiring Notes

Tebra is an equal opportunity employer and considers all applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. California applicants should review the state-specific privacy notice. A third-party interview intelligence tool is used for phone and video screenings, and those interviews may be recorded and transcribed. If a fraudulent posting is suspected, candidates are asked to contact the company directly through its official talent acquisition channel.

Security Notice

Tebra contacts candidates only through official company email addresses or its applicant tracking system. Sensitive personal information is requested only through the official application portal, not by social media, text message, or instant messaging interviews.