In this role, you will optimize post-sales infrastructure, manage high-stakes account escalations, and translate customer requirements into technical product reality to maximize net retention. The ideal candidate is a highly organized, data-driven operator who can seamlessly collaborate across CS, Product, Engineering, and Operations teams.
Responsibilities
Escalations & Risk Management: Own the operational management of commercial escalations and at-risk accounts, building health frameworks and early-warning mechanisms to identify risks and execute cross-functional remediation plans proactively.
Cross-Functional Programs: Lead strategic, cross-functional customer programs and initiatives, acting as the central project lead to orchestrate alignment and timely execution across US clients, CSMs, and local R&D pods.
Global Team Alignment: Act as the operational bridge between US commercial teams and local R&D/Product, establishing prioritization cadences and translating customer feedback and risks into clear technical context.
Infrastructure & Analytics: Design and scale core CS infrastructure, processes, and tools, partnering with cross-functional teams to optimize the technology ecosystem, refine lifecycle workflows, and operationalize performance dashboards.
7+ years of dedicated experience in Customer Success Operations, Program Management, Product or Revenue Operations within SaaS and digital health environments- a must!
Strong Technical Fluency: You don't need to write code, but you must comfortably "speak the language" of R&D and Product. You should understand APIs, data structures, system integrations, and software development lifecycles.
Deep technical proficiency in administering and configuring CRM and CS systems
Flexibility and willingness to work overlapping hours with US time zones to maintain tight alignment with the US-based Customer Success team and external stakeholders.
Proven track record of managing commercial escalations, building business-mitigation programs, and establishing customer health scoring models.
Analytical and data-driven mindset with advanced experience building dashboards, reports, and forecasts to measure program performance and account health.
Excellent communication, facilitation, and stakeholder management skills in English, with a proven ability to collaborate across distinct operational functions (like Delivery and Enablement).
