Sr. Leader, Customer Success Operations

AdvancedMD AdvancedMD is a unified cloud suite of medical office software hosted on Amazon Web Services (AWS) including practice management, electronic health records, and patient engagement, and offers managed medical billing services for independent practices. AdvancedMD serves an expansive national footprint of 65,000 practitioners across 14,000 practices and 900 independent medical billing companies. 8.8M insurance claims are processed every month on the AdvancedMD billing platform! Role Summary Are you a systems thinker who takes pride in building the infrastructure that makes customer success organizations run — and keeps them running at scale? AdvancedMD is entering a defining chapter. We are building a CS function that can support both our established enterprise motion and a new product‑led offering launching this year. The Sr. Leader, Customer Success Operations will lead the function that makes both motions work — owning the technology stack, data infrastructure, playbooks, and reporting that our CS organization depends on every day. This is a builder’s role. You will inherit a function that needs to be rebuilt from the ground up, with the mandate, support, and autonomy to do it. You will report directly to the Chief Customer Officer and work closely with Product, Finance, Sales, Marketing, and Engineering on a regular basis. This role is equal parts strategy and execution — you will be expected to set the direction and see it through. If you enjoy designing systems that scale, turning customer data into clear operational decisions, and building the operating rhythm that keeps a CS team focused on the right outcomes, we’d love to meet you. Essential Job Duties CS Infrastructure & Tooling Evaluate, select, and implement the CS technology stack — owning vendor relationships, contract negotiations, and ensuring every tool maps to a specific moment in the customer journey. AI‑powered capabilities should be a deliberate part of the evaluation, not an afterthought Own the customer journey map and ensure the tools we use remove friction from that journey and produce reliable, consistent data Partner with Product, Finance, Sales, Marketing, and Engineering to share customer data across the organization — this role is the connective tissue between CS and the rest of the business Reporting & Analytics Build and own the at‑risk account reporting process — tiered health scoring, early warning signals, and the weekly cadence that keeps the CS team focused on the right accounts Own the metrics that go up to the CCO, CFO, and Board — GRR, NRR, churn by segment, NPS, and time‑to‑value — and ensure they are accurate, consistent, and tell a clear story Identify patterns in churn and expansion data and implement changes to address them — don’t just surface the problem, fix it Process & Playbook Design Design and operationalize CS playbooks across the customer lifecycle — onboarding, adoption, renewal, and escalation Design the framework for digital touch workflows and consult with CS leaders on how to implement them — you set the standard for how we engage customers at scale, they execute it Build the operating rhythm for the CS team: QBRs, account reviews, escalation protocols, and capacity modeling Partner with the implementation team to continuously reduce time‑to‑value — identifying opportunities to automate steps in the process, leverage AI to personalize and accelerate onboarding, decrease dependency on live training through self‑serve resources, and get customers to productive use faster Team Leadership Lead and develop a small but growing CS Ops team Build a culture of rigor, accountability, and continuous improvement Act as a thought partner to the CCO on organizational design, headcount planning, and CS strategy What You’ll Need to Get the Job Done 10 years in Customer Success or a related function — with at least 3–4 years in an Ops‑specific leadership role Background in B2B SaaS; healthcare IT experience is a plus but not required Hands‑on experience evaluating and implementing CS platforms and a track record of building a technology stack that actually gets used Proven track record building reporting infrastructure from scratch in high‑growth or PE‑backed environments You think in systems — you see how data flows, where it breaks, and how to fix it You know how to construct a customer journey map and use it as a practical tool — not just a slide in a deck You have a clear point of view on how AI can improve CS operations — and you’ve either already applied it or are ready to You can move between a Board‑ready summary and a SQL query in the same afternoon You are direct, organized, and comfortable operating with limited resources You hold the line on data quality and process consistency even when it’s inconvenient You communicate clearly with non‑technical stakeholders and don’t hide behind complexity What Will Make us LOVE You You’ve built a CS Ops function from scratch before — and have the scars, playbooks, and wins to prove it You obsess over the customer journey and naturally translate operational data into decisions that improve it You can build a clean Board‑ready deck yourself — not just direct others to do it — and you hold the bar high for every number that goes up the chain You have a genuine passion for healthcare technology and an intuitive understanding of what drives churn and expansion in medical practice environments You’ve worked in both high‑growth and scaled CS environments and know how to adapt your operating model to match where the business is You bring data to life — turning health scores, cohort trends, and churn signals into clear, actionable priorities that the CS team can act on You lead with clarity and calm in ambiguous environments, and the teams around you — from Product to Sales to the C‑suite — trust you as a true operational partner Work Environment Hybrid office arrangement in the South Jordan, Utah office location. In‑office training, with opportunity to work up to a flexible hybrid format. Remote work is contingent upon individual role, team structure and alignment to role KPIs. What We Offer Competitive compensation and total rewards benefits Comprehensive health, dental, and vision insurance 401(k) with generous company match Paid time off and holidays Hybrid and remote work opportunities Career growth and development support Collaborative, team‑oriented culture #J-18808-Ljbffr