Customer Success Operations Lead

Customer Success Operations Lead

At Reveleer

Date Posted:

Location: USA Only, TELECOMMUTE

Customer Success Operations Lead

Reveleer is a healthcare software and services company that uses Machine Learning and Intelligent Automation technology to empower Health Plans to take control over their Quality Improvement and Risk Adjustment programs. The Reveleer platform enables payers to independently execute and manage every aspect of provider outreach, retrieval, coding, abstraction, and reporting – all under one platform. Leveraging proprietary technology, robust data sets, and subject matter expertise, Reveleer also assists payers with full record retrieval and review services to support financial performance and improved member outcomes.

Seeking a passionate Customer Success Operations leader to build and maintain the infrastructure to enable and guide the success of our employees and customers.

Key Responsibilities

  • Provide project / program management for internal Customer Success and Renewals projects and manage day-to-day Customer Success operations (e.g., reporting and analysis) as well as acting “internal consultant” for leadership to align on goals and execution
  • Support the customer lifecycle through ongoing strategic initiatives within our Customer Success organization and product experience
  • Provide Customer Success with predictive insights regarding health, retention, product usage metrics, operational efficiencies, and retention
  • Design and lead projects to improve customer processes and operational efficiency
  • Implement systems to improve the quality of Customer Success data and appropriately maintain customer records
  • Manage third party operations tools and vendor management
  • Deliver analytical reports and insights to inform Customer Success strategy
  • Support existing Customer Success management in reducing back office administrative functions that allow the team to focus more on customer satisfaction, expansion, and retention
  • Empower the Customer Success organization by developing key dashboards for use by the CSMs and leadership
  • Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs
  • Develop key dashboards for use by the executive team for reflecting the activities and metrics within Customer Success
  • Lead and participate in special projects and teams to drive business objectives and process standardization
  • Work with Data Analytics team to analyze current and previous trends in key performance indicators for the Customer Success team to identify operational weaknesses and identify strategies and processes for improvement
  • Partner with key stakeholders in Finance, Sales Operations, and Business Systems to deploy new Customer Success business processes
  • Develop internal training materials and process documentation

About You

  • 5-10+ years total work experience, with 3-5+ years of relevant Customer Success Ops or Sales Ops experience at a well-established B2B SaaS company
  • Familiarity with Customer Success automation tools
  • Excellent communication and analytical skills
  • Ability to work independently, as well as part of a team, on multiple projects
  • Bachelor's Degree or equivalent work experience
  • Highly collaborative, team oriented, and comfortable leading cross-functional projects
  • Professional writing and communication skills for both customer and executive audiences

What You'll Receive

  • Competitive salary
  • Medical, dental and vision benefits
  • 401k
  • PTO plan

Reveleer is an equal opportunity employer. We do not discriminate on the basis or race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.

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