Back to jobs

Customer Success Operations Manager

Remote-United States

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Success Operations Manager

CipherHealth is looking for a Customer Success Operations Manager with 4-6 years of experience in a high growth and fast-paced SaaS environment. You will own the development, implementation, change management, and ongoing scaling efforts of the CS organization, including the alignment of work across the Customer Success sub-teams of professional services, support, analytics, and customer success managers. Key areas of responsibility will include operational ownership of renewals, cross-team alignment of processes, playbook development, measurement and management of customer satisfaction initiatives, and the development of training and enablement functions.

Key Responsibilities include but are not limited to:

  • Define systems and processes that drive productivity, efficiency and visibility across the entire Customer Success organization. This includes the support of both strategic planning, tactical execution, and data analysis. 
  • Execute optimization and scaling initiatives to support and enhance the customer experience including monitoring and analyzing key data points that drive decision making
  • Provide project leadership to implement new software solutions, train the team on new technologies, and drive adoption of solutions.
  • Work cross functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes.
  • Renewal records management and oversight of the retention forecast.
  • Develop and execute renewal strategies.
  • Support the continued evolution of playbooks across customer segments.
  • Ability to own, manage, and execute renewals including cross-functional work with Sales, Implementation, Customer Success, and Finance teams.
  • Collaborate with Customer Success Managers on account planning and aligning executive business reviews (EBRs) to the customer journey with new opportunities to grow the relationship.
  • Support Customer Success team in identifying, managing, and mitigating account risk in support of renewing accounts.
  • Drive adoption of Salesforce.com and Gainsight platforms, including reporting and dashboards for key business measures and performance.
  • Customer Satisfaction measurement and service recovery efforts.
  • Support development and execution of training & enablement for Customer Success in partnership with Growth Enablement Team
  • Drive data projects such as the connectivity of Salesforce, Gainsight, and Snowflake, as well as developing the appropriate dashboards to enhance performance visibility and decision making

Qualifications:

  • 4-6 years of Customer Success Operations Management
  • Project Management experience
  • Experience reviewing and supporting SaaS contracts
  • Highly energized team player
  • Experience and comfort in a dynamic, rapidly growing organization
  • Proficient in Salesforce
  • Preferred proficiency in GainSight, Snowflake, and SQL, with a strong ability to create reports, dashboards, and advanced queries.
  • Intermediate to advanced competence with Microsoft Excel
  • Excellent verbal and written skills
  • Bachelor’s degree or equivalent work experience

 Knowledge, Skills and Abilities:

  • Customer-focused and passionate about outcomes
  • Proven track record of working collaboratively, being agile, and resourceful
  • Prior Customer Success experience
  • Track record of successfully building and implementing CS training programs
  • Ability to cultivate positive cross-functional working relationships
  • Ability to write complex queries in SQL
  • Excellent communication skills, including writing, proof-reading skills and speaking
  • Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence
  • Process orientated and workflow optimization minded
  • Ability to prioritize, schedule and organize work using proven project management practices and principles

Don’t meet every single requirement?

At CipherHealth, we believe every candidate is unique and are dedicated to building an inclusive workplace. If your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate!

You will never be asked to conduct a text message interview, submit payment or share financial information to participate in our interview process. All emails from CipherHealth will come from "@cipherhealth.com" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from CipherHealth recruiting, forward it to careers@cipherhealth.com.

How We Invest In You

  • Compensation: Base salary of 125,000 - 135,000K plus variable pay and equity
  • Healthcare that begins on your first day:
    • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
    • HSA/FSA plans
    • Short and Long-Term Disability
    • Life and Personal Accident Insurance
    • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
    • Weekly virtual yoga classes
    • Employee Assistance Program (EAP)
    • Adoption Assistance
  • Retirement: 401(k) at three months of employment — with a match upon enrollment!
  • Time away:
    • Discretionary PTO + 13 paid holidays
    • Parenthood: Competitive paid parental leave and flexible return to work policy
  • Recognition:
    • Generous Employee Referral Program - earn cash for each employee referral that is hired
    • Yearly Cipher-versary stipend
    • Ci-Phives - receive public kudos and gift cards from peers and managers
  • Culture:
    • CARE2 Values
    • Bi-Weekly All Hands Meetings
    • $40/employee monthly “Fundowment” for team bonding events
    • Employee Resource Groups such as Rainbow Room and BIPOC Group
    • Yearly donations to organizations that contribute to a more equitable world
    • Weekly Lunch & Learns and robust onboarding / training programs
    • Remote-first team: $50 per month reimbursement in your check for WFH expenses
    • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire
CipherHealth has a duty to provide and maintain a workplace that is safe and free from health hazards. In addition, we have a customer base that holds the highest standards in promoting public health. To protect against infectious diseases, which may be mitigated through vaccinations, we have implemented a vaccination policy that applies to all employees. All employees must either:
  • establish that they have received the “designated vaccine(s)“; or 
  • obtain an approved exemption as an accommodation.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in CipherHealth’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.