Full-Time Client Success Operations Analyst

Client Success Operations Manager

Overview: As the Client Success Operations Manager, you will lead our CS function's operational excellence, using systems and data to transform our implementation and customer experience. Own the strategy and execution for critical CS platforms (RocketLane and Gainsight) to turn them into strategic assets. Reduce implementation timelines, improve customer satisfaction, and create scalable processes.

Key Responsibilities:

• Strategic Systems Management: Lead strategy, configuration, and optimization of the CS tech stack (RocketLane, Gainsight) to improve TTV. Design dashboards and reporting frameworks for client health and implementation progress. Create automated workflows for identifying at-risk implementations and triggering proactive interventions.
• Process Design & Optimization: Develop standardized, segment-specific approaches for implementation milestones (data ingestion). Establish a library of implementation templates, checklists, and playbooks to ensure consistent quality. Implement early warning systems and escalation protocols for implementation risks.
• Cross-Functional Enablement: Partner with Product and Marketing to streamline release readiness and CS enablement. Create training materials and enablement sessions. Develop data-driven insights for Product and Sales to understand implementation patterns and client needs.
• Performance Measurement & Improvement: Own and report on key CS metrics (TTV, customer satisfaction, adoption rates, retention). Identify bottlenecks and lead initiatives to remove friction points. Benchmark against industry standards and drive continuous improvement.

Qualifications:

• 4+ years experience in CS Operations, Professional Services, or Implementation Operations (preferably in SaaS or healthcare technology).
• Experience administering and optimizing CS tools (RocketLane, Gainsight, similar).
• Strong analytical skills and experience turning data into actionable insights.
• Project management experience with operational improvements.
• Excellent communication skills to influence cross-functional stakeholders.

Preferred Experience:

• B2B2C experience and understanding of adoption best practices.
• Understanding of healthcare workflows (providers and care management).
• Experience designing and leading operational transformations that delivered measurable business impact.
• Background in data visualization and business intelligence tools.

Impact: Directly influence customer time-to-value, Net Revenue Retention, and create scalable operations. Shift from reactive to informed approach.

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