Director of Client Success Operations

Summary

Join Inspiren, a leader in senior living technology, as their Client Success Operations Manager. This pivotal role focuses on scaling the Clinical Success organization by optimizing processes, leveraging technology, and providing data-driven insights. You will develop and maintain scalable workflows, manage the technology stack (primarily Salesforce), and create insightful dashboards and reports. Responsibilities include data analysis, cross-functional collaboration, and team enablement. The ideal candidate possesses a Bachelor's degree, 5+ years of relevant experience, strong analytical and project management skills, and CRM/Customer Success platform expertise. This remote position offers a competitive salary ($180,000-$210,000 + equity), benefits (medical, dental, vision), and flexible PTO.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field
• 5 years of experience in operations, preferably within a SaaS or technology company
• Proven experience managing and optimizing CRM (Salesforce) and Customer Success platforms (Gainsight, ChurnZero, Totango, etc.)
• Strong analytical skills and the ability to translate data into actionable insights
• Excellent project management and organizational skills with the ability to manage multiple priorities and deadlines
• Proficiency in developing and documenting processes and workflows
• Strong communication and interpersonal skills with the ability to collaborate effectively across teams
• A passion for customer success and a desire to help customers achieve their goals

Responsibilities

• Develop, implement, and maintain scalable processes and workflows for the Clinical Success team, including onboarding, adoption, value realization, renewal, and advocacy
• Identify and implement best practices to improve efficiency, productivity, and consistency across the Clinical Success organization
• Manage and optimize our Clinical Success technology stack, primarily Salesforce, ensuring data integrity and seamless integration with other business systems
• Develop and maintain documentation for Clinical Success processes, playbooks, and standard operating procedures
• Manage and administer Clinical Success tools, including user provisioning, configuration, and ongoing maintenance
• Define and track key Clinical Success metrics (e.g., churn rate, retention rate, customer satisfaction, adoption rate, expansion revenue) and create insightful dashboards and reports for leadership and the Clinical Success team
• Analyze data to identify trends, risks, and opportunities for improvement in customer engagement and outcomes
• Provide actionable insights and recommendations based on data analysis to drive strategic decision-making within the Clinical Success organization
• Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to ensure data alignment and holistic understanding of the customer journey
• Serve as the subject matter expert for our Clinical Success technology platforms, ensuring optimal utilization and adoption by the team
• Evaluate and recommend new technologies and tools to enhance Clinical Success effectiveness and efficiency
• Manage vendor relationships for Clinical Success tools and platforms
• Develop and deliver training on Clinical Success tools and processes to the team
• Collaborate with Clinical Success leadership to identify training needs and develop enablement programs for the team
• Create and maintain resources and materials to support CSMs in their daily activities
• Provide ongoing support to the Clinical Success team on operational processes and tool usage
• Assist with the development and execution of client communication strategies and materials
• Work closely with Sales Operations, Marketing Operations, and other operational teams to ensure alignment and consistency across the customer lifecycle
• Participate in cross-functional projects to improve overall customer experience and business outcomes
• Act as a liaison between the Clinical Success team and other departments to resolve operational issues and implement improvements

Preferred Qualifications

• A clinical background (nursing, physical therapy) is a plus
• Experience with data visualization tools (e.g., Tableau, Looker) is a plus
• Experience working in a fast-paced, enterprise SaaS environment is highly preferred

Benefits

• Medical, dental, and vision
• Flexible PTO