Manager, Customer Success Operations & Strategy

Summary

Join Modern Health as the Manager of Customer Success (CS) Operations & Strategy, a critical role partnering with the Customer Success leadership team. You will enable operational excellence and drive strategic initiatives impacting Net Dollar Retention (NDR), customer growth, and overall retention. This position requires a blend of strategic thinking and execution, leading process optimization, reporting, systems support, and special projects. Reporting to the VP of GTM Strategy, you will collaborate with the Manager of Sales Operations to align on cross-functional revenue goals. As the operational engine, you will support and scale a high-performing CS team. This fully remote position is not eligible to be performed in Hawaii and requires overlapping hours with Pacific Time.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• 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
• Parental Leave Policy
• Family Forming Benefit through Carrot
• Family Assistance Benefit through UrbanSitter
• Professional Development Stipend
• 401k
• Financial Planning Benefit through Origin
• 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