Customer Success Operations Manager

H1

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/10/2021
  • Website: h1insights.com
  • Company Address: , New York, New York

About H1

We see valuable breakthroughs, new connections, and great collaborations happening on our platform for the healthcare industry each day. We want to extend free access to HCPs in need of medical supplies during the current pandemic to help bring medical providers together to source medical supplies, share medical information, and understand the newest research.

Job Description

At H1 we are creating a healthier future by delivering a platform that connects stakeholders across the healthcare ecosystem for greater collaboration and discovery. The Strategy and Operations team  at H1 plays a crucial role in creating that future. It is our role to evaluate new opportunities for H1 to enter new markets, build strategic partnerships, and execute on the business strategy.

We learn everything about our current and potential customers so that we can create value with H1 data, products, and capabilities. We are a hyper growth startup, and we need to guide the business in both delivering on results today, while building towards our vision of how H1 can change the healthcare industry over the coming years. These strategic decisions we answer today will directly impact our future growth and opportunities.

The Role

As a Customer Success Operations Manager on the Customer Success team, you will help H1 and the CSM team execute operationally more efficiently and effectively in reaching our goals. You will be working with VP of Customer Success, Customer Success Managers and stakeholders across the organization, as an internal consultant to develop and produce KPIs, define and implement CSM processes and manage internal systems supporting those measures and processes. Along the way, you’ll identify opportunities for efficiency improvements and help solve problems that enable the CSM team to scale efficiently in hyper-growth.  

You will work directly with the VP of Customer Success to establish goals for driving process efficiency, best practices, and performance visibility.  You will collaborate to establish tactical plans for achieving those goals and will be responsible for owning those plans to define processes and measures and assisting to train the team on new tools and processes. You’ll need to build rapport and credibility that allows you to influence change within the CSM team and drive change management to help team members understand and adopt new procedures.

You

You are an experienced operator who has strong experience in quickly identifying and solving operational challenges. You are someone who can manage complexity and adjust your process to the context you’re working in. You have experience consulting with business leaders cross-functionally, and are able to prioritize the most critical opportunities for improvement.  Your natural inclination is to work collaboratively, to be transparent and seek and give feedback continuously.

What You’ll Do at H1

Collaborate closely with the VP of Customer Success and department leaders to identify room for operational improvements and build a proposed solution through process improvement and automation.
Overcome scaling challenges in a hyper growth startup setting.
Develop KPIs that are easily monitored and maintained to give executive leadership quick insights into how the business is performing.
Lead change initiatives to build buy-in and team member excitement for new procedures or solutions.
Set a high standard for operational excellence across the CSM team and influence the team to perform at a high level.
Act as an internal consultant to create a highly efficient team that is able to deliver on our near-term challenges to set us up for future growth.
Administer internal CSM tools to provide automation of processes, data collection and reporting.

Requirements

You have prior experience as an operator as an independent contributor and/or leader of a business operations team in a B2B SaaS startup.
You have past consulting experience at a top consulting firm, or have similar experience as an operational leader in a hyper-growth startup setting.
You have experience leading change management initiatives and gaining buy-in from high level executives to entry level team members.
You have demonstrated the ability to build KPIs, improve efficiency through process design, and work with cross functional teams to automate and implement processes that you have designed.
You can provide administrative support for key CSM tools including our core CSM platform and our end-user learning management system

Benefits and Perks

Health Insurance (Medical and Dental)
Unlimited Vacation/Paid Time Off
Flexible Work Hours
Computer Setup
Commuter Benefits  
Stock Options

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.