Senior Director of Customer Success Operations

About the Company

The organization delivers medical services and health management with a focus on consistent, standardized, and high-quality patient support. Its work spans collaborative primary care, specialist services, and comprehensive health management.

In parallel with digital transformation, the company is strengthening its technology capabilities and evaluating distributed ledger technology (blockchain) to protect medical data and improve workflow efficiency. The goal is to improve data integrity and traceability, support smoother information exchange across multiple parties, and make internal coordination more effective.

Looking ahead, the business plans to continue blending modern technology with its healthcare service model to improve operating efficiency and the overall service experience, while advancing health management toward a more efficient, collaborative, and sustainable approach.

Role Overview

The Senior Director of Customer Success Operations will own the design and ongoing improvement of the customer success operations structure. The role is intended to use data-led decision-making and disciplined process management to increase customer lifetime value, retention, and satisfaction, ultimately supporting revenue growth and long-term customer relationship strategy.

This position is typically suited to SaaS, B2B technology, enterprise services, or platform-based environments, where it functions as a strategic and operational center within the customer success organization.

Key Responsibilities

Build and continuously refine the customer success operations model, including workflows, metrics, tools, and operating methods.

Create customer health scoring models and track customer lifecycle status to support proactive management.

Improve retention, renewal performance, and expansion revenue through upsell and cross-sell initiatives.

Set up customer segmentation and management approaches for high-value, mid-market, and long-tail accounts.

Define and evolve the customer success KPI framework, including metrics such as NRR, GRR, and churn rate.

Use data analysis to identify churn risk and develop effective retention plans.

Work closely with sales, product, delivery, and support teams to strengthen the end-to-end customer experience.

Lead the customer success operations technology stack, including CRM, customer success platforms, and BI systems.

Prepare regular customer operations reports and strategic recommendations for leadership.

Standardize customer success processes and create a repeatable model that can scale across the business.

Qualifications

A bachelor’s degree or above is required, with preferred backgrounds in Business, Management, Data Analysis, Information Systems, or closely related disciplines.

Candidates should bring 20+ years of experience in customer success, customer operations, or B2B service operations, including 5–10+ years in a leadership role.

Strong familiarity with SaaS or subscription-based business models and customer lifecycle management is important.

Deep understanding of customer success metrics such as NRR, GRR, LTV, and CAC is expected.

Applicants should have strong analytical ability and hands-on experience with Excel, SQL, and BI tools such as Tableau or Power BI.

Experience working with large enterprises or fast-growing technology companies is preferred.

The role also requires the ability to lead cross-functional collaboration and manage complex initiatives effectively.

Successful candidates will combine strategic judgment with strong execution skills.

Additional Information

This is a full-time, on-site position based in the United States.

No specific salary, opening count, start date, application deadline, perks, or eligibility restrictions were provided in the source.