Manager, Customer Success Operations & Strategy

Modern Health 

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey.

Modern Health is backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures and raised more than $170 million in less than two years, making Modern Health the fastest entirely female-founded company in the U.S. to reach Unicorn status.

More about our culture and what you can expect when you join the team:

• “It Takes a Village” culture. Modern Health has a unique and unabashed culture centered around high empathy and high accountability - with a drive to win. We are energized by bringing together the best talent in the industry to achieve audacious goals focused on making mental health a strength and priority for all.
• We have an obsession to win. We are highly ambitious and passionate about the work that we do.  We take pride in delivering excellence and our personal best and we continuously innovate to uniquely solve our customers’ needs. 
• We are accountable and can rely on each other. We are a team and hold ourselves and each other accountable. We believe in transparent communication and continuous feedback to foster a culture of trust, reliability, and growth. 
• We demonstrate empathy. We have a supportive and diverse culture where we bolster and uplift each other as we pursue our lofty goals. We encourage selflessness and a willingness to support others, fostering a collaborative and respectful environment. 
• We exhibit a bias towards action. This is a fast-paced environment. We jump into problems and initiate solutions. We empower our people to make decisions and experiment, iterate, and repeat until we get it right. 

Modern Health is a fully remote workforce and a hyper-growth company that is often recognized for its excellence, winning awards such as World’s Most Innovative Companies of 2023 by Fast Company, Top 25 Companies of San Francisco 2023, and 2023 Well-Being Trailblazer Award. To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—team members who live outside the Pacific time zone are expected to work at least six hours between 8 am and 5 pm Pacific time each workday.

We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you!

The Role

The Manager of Customer Success (CS) Operations & Strategy is a critical partner to the Customer Success leadership team, responsible for enabling operational excellence and driving strategic initiatives that directly impact Net Dollar Retention (NDR), customer growth, and overall retention. This role sits at the intersection of strategy and execution—leading process optimization, reporting, systems support, and special projects to elevate the impact of the Customer Success function.

This role reports into the VP of GTM Strategy and collaborates deeply with the Manager of Sales Operations to align on cross-functional revenue goals and execution. You will be the operational engine that supports and scales a high-performing CS team.

This position is not eligible to be performed in Hawaii.

What You’ll Do

Operational Support

• Manage and improve the day-to-day operations of the Customer Success organization across segments
• Serve as a point of contact for CS team members on operational processes, tools, and reporting
• Partner with CS leadership to streamline workflows, improve team productivity, and evolve support models

Strategy & Process Execution

• Translate high-level CS strategies into scalable operational processes, workflows, and playbooks
• Own and maintain forecasting processes for renewals, expansions, and risk tracking
• Drive strategic initiatives that contribute to long-term customer health and revenue expansion

Systems & Tools Ownership

• Serve as the primary administrator and point of contact for Gainsight and other CS technology platforms
• Partner with Revenue Operations to ensure Salesforce is configured and maintained for CS needs
• Develop dashboards, automate reports, and support tooling efforts to reduce manual effort and increase visibility

Cross-Functional Collaboration

• Work closely with Sales, Product, Marketing, and Finance teams to align around customer lifecycle metrics, feedback loops, and shared goals
• Ensure that CS operational practices are integrated into broader GTM motions and systems

Analytics & Performance Measurement

• Monitor and report on key performance metrics (e.g., NDR, GRR, renewal rates, CSAT)
• Identify and address inefficiencies or blockers to CSM performance through root cause analysis and proactive planning

Success Metrics & KPIs

• Net Dollar Retention (NDR): Improved NDR through CS process and renewal forecast rigor
• CSM Efficiency: Measurable improvements in time-to-resolution, account coverage, and tool utilization
• Cost-to-Serve: Reduction in support and service costs through smarter workflows and process automation
• Renewal Accuracy: Improved forecasting accuracy and risk visibility across CS segments
• Operational Readiness: On-time delivery of strategic initiatives, system rollouts, and quarterly business reviews

Who You Are

• 5+ years of experience in Revenue Operations, Sales/CS Strategy, or Business Operations, with at least 3+ years focused on supporting Customer Success organizations
• 2+ years of management experience, developing and coaching team members
• Deep experience with Salesforce, Gainsight, and supporting CS or GTM tech stacks
• Strong project management skills with a proven track record of executing complex cross-functional initiatives
• Excellent communication, stakeholder management, and problem-solving skills
• Experience working with and influencing executive-level stakeholders
• Experience in a high-growth SaaS environment
• Background in customer journey mapping or lifecycle design
• Exposure to CS comp design, segmentation modeling, or cost-to-serve analysis

Benefits

Fundamentals:

• Medical / Dental / Vision / Disability / Life Insurance 
• High Deductible Health Plan with Health Savings Account (HSA) option
• Flexible Spending Account (FSA)
• Access to coaches and therapists through Modern Health's platform
• Generous Time Off 
• Company-wide Collective Pause Days 

Family Support:

• Parental Leave Policy 
• Family Forming Benefit through Carrot
• Family Assistance Benefit through UrbanSitter

Professional Development:

• Professional Development Stipend

Financial Wellness:

• 401k
• Financial Planning Benefit through Origin

But wait there’s more…! 

• Annual Wellness Stipend to use on items that promote your overall well being 
• New Hire Stipend to help cover work-from-home setup costs
• ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
• Monthly Cell Phone Reimbursement

We use a third-party AI tool (Endorsed) to assist in the initial screening of applications. As part of the evaluation process, we provide Endorsed with job requirements and candidate-submitted applications. Final hiring decisions are made by our human recruitment team, and no automated system makes the ultimate decision regarding hiring. Certain features of the platform may qualify it as an Automated Employment Decision Tool (AEDT) under applicable regulations. We began using Endorsed on May 12, 2025. You can review the independent bias audit report covering our use of Endorsed here. By submitting your application, you acknowledge that your application may be processed by AI systems as part of the screening and selection process. If you have any questions or would like to request a separate review of your application, please contact recruiting@modernhealth.com with "Separate Review Request" in the email subject line.

Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.