Customer Success Operations Lead

Customer Success Operations Lead

Revenue Operations is a core strategic function at Healthie, and our Customer teams Customer Success and Customer Support are where much of our next-stage growth is won or lost. As we scale toward $100MM+ in ARR, the customer lifecycle (onboarding, health, renewals, expansion) is moving natively into Salesforce as we migrate off our standalone CS platform. We need someone who can own that lifecycle end to end: design it, build it, report on it, and make the Customer teams faster because of it.

We're hiring a Customer Success Operations Lead to own how our Customer teams run. You'll design the lifecycle motion with CS and Support leadership, then build it yourself in Salesforce objects, Flows, automation, dashboards, and the integrations that turn Stripe billing, product usage, and support activity into signal a CSM can act on. This is a senior IC role with real ownership, not a ticket queue.

The mix matters. You're a CS Ops operator first: you know what onboarding SLAs, health scoring, renewal forecasting, and churn-risk playbooks actually look like when they work. But you're also hands-on in Salesforce, comfortable building most of what you design rather than waiting on a developer. Where the build genuinely needs Apex, you'll scope it and partner with our GTM Systems Admin.

You'll report to Bill Coffin, Director of Revenue Operations, and partner closely with our VP of Customer Management (Caseley), our VP of Customer Support (Justin), our GTM Systems Admin (Aaron), and teams across Finance, Product, and Engineering.

About You

• 6+ years in Customer Success Operations, RevOps, or GTM systems, with meaningful ownership of a CS or post-sale motion
• Deep understanding of CS Ops workflows: onboarding, health scoring, renewals, expansion, and churn. You know how Customer teams operate and what they need from their systems
• Strong hands-on Salesforce builder: custom objects and data modeling, advanced Flow, validation and assignment logic, permissions, and reporting architecture. Comfortable with sandboxes and a real deployment and change-management process
• Reporting depth: you build the dashboards, define the metrics, and can defend the numbers in front of leadership
• Practical integration experience: REST and Bulk APIs, webhooks, and middleware or iPaaS tooling. Direct experience with Stripe billing and subscription data is a strong plus
• Scaled-company rigor and startup speed: you've operated somewhere data volume, governance, and complexity are serious, and you thrive at startup rhythm with ambiguity, ownership, and fast iteration
• AI-native: you already use AI tools in your daily work and are excited to build AI-powered systems, not just talk about them
• SaaS fluency: comfortable with ARR, NRR, gross and net retention, churn, and expansion, and how they're represented in systems
• Strong communicator: you translate cleanly between Customer Success, Finance, Product, and Engineering, and set realistic expectations under change
• Understands HIPAA constraints on tooling and data flows

Nice to have

• Apex, SOQL, triggers, LWC, or SFDX / Git / CI experience. You won't be blocked without it, but you'll move faster with it
• Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, Platform Developer I)
• Prior migration off a dedicated Customer Success platform (Vitally, Gainsight, ChurnZero, Totango) into Salesforce

Details, Details

• This is a full-time, NYC-Hybrid position.
• U.S. work authorization is required.
• The salary for this position is a base between $140,000 - $170,000.

Interview Process

• Quick chat with someone from our Talent team (15 minutes)
• Interview with Bill Coffin, Director of Revenue Operations hiring manager (30 mins)
• Scoped CS Ops exercise, presented in person to Bill, Aaron, Vivek (Sr. Director, Growth & RevOps), and Caseley (VP of Customer Management) (60 mins)
• Final conversations with Vivek, Sr. Director, Growth & Revenue Operations & Tariq, COO (30 mins each)
• Reference Checks

Healthie participates in e-verify.

Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day.