Director, Customer Success Operations

Hello Heart

Director of Customer Success Operations at Hello Heart focusing on operational strategy and customer experience. Collaborating cross-functionally to drive scalability and efficiency.

Posted 4/14/2026full-timeRemote • 🇺🇸 United StatesLead💰 $160,000 - $190,000 per yearWebsite

Tech Stack

Tools & technologies

SFDCTableau

About the role

Key responsibilities & impact

Own the end-to-end systems connectivity and usage across the entire CX department.
Overlay all existing processes into appropriate tools to make sure ‘who-does-what-when’ aspects are captured seamlessly.
Work closely with key CX leadership to ensure business requirements are identified, and a plan of action is managed to automate all initiatives.
Act as a proactive business partner to Customer Success leadership, anticipating needs, identifying operational gaps, and driving forward-looking solutions that enable scale.
Ability to work bottom up as well as top down to drive growth discussions as we look to build a ‘white glove service experience’ across our organization.
Partner with internal and cross-functional stakeholders across Customer Experience, Marketing, Product, and Sales teams to drive stronger alignment on our goals and objectives.
Ability to think Scalability and Efficiencies at all times – allow automation and systems to be that one point solution instead of ‘patch-fixes’.
Own reporting and dashboards associated with CX needs – work in collaboration with our cross-functional Data team for support.
Collaborative and a team player to align with all Revenue Operations stakeholders and have a ‘one team’ mentality.
Create efficiencies across all aspects of the CX lifecycle through overlapping business acumen with technical know-how while building Sales Operations for scale.
Ability to measure performance through various KPIs (ex: revenue growth, client health, CS lifecycle, attribution and conversion rates, speed of progression, user adoption, audit trails, bottleneck improvements, etc).
Manage and prioritize project plans to set appropriate expectations, address stakeholder goals, determine target dates, and provide regular updates.
Focused on measuring your own success through various metrics/KPIs (Ex: Systems health and usage, data flow management, data accuracy rate, dashboard / reporting adoption, automation, speed to delivery, etc)

Requirements

What you’ll need

7+ years of professional experience across business systems management, database management and/or automation.
Experience working in a revenue-focused department is a must (Customer Success, Sales, or Marketing).
Relevant industry experience within digital healthcare or SaaS is a plus
Ability to think operationally across CX, with the ability to influence process lifecycle with appropriate technical resources, is highly preferred.
Proven leader who has experience working in a complex business environment and across multiple systems and automation tools to drive effective outcomes.
Knowledge of working with Salesforce.com, Tableau, BI Tool, Asana, or similar systems.
You are an AI superuser, utilizing AI in your daily work and familiar with multiple AI tools
Ability to travel up to 15% annually as needed.

Benefits

Comp & perks

Positive, diverse, and supportive culture
Collaborative environment
Opportunities for creative problem-solving
Fun team activities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

business systems managementdatabase managementautomationrevenue growthclient healthCS lifecycleattribution ratesconversion ratesdata flow managementdata accuracy

Soft Skills

collaborationteam playerproactiveinfluencingmeasuring performanceproject managementanticipating needsdriving solutionsbuilding relationshipscreating efficiencies