Head of Customer Success Operations

Job Description Customer Success at Innovaccer: Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization's business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you. About the Role: We're looking for a dynamic, data-driven leader to scale and optimize our Customer Success Operations. As the Head of Customer Success Operations, you will play a pivotal role in ensuring that our global Customer Success teams deliver measurable value to customers and drive sustainable growth for the business. This is a senior leadership role for someone who thrives at the intersection of operations, strategy, and customer advocacy.You will focus on optimizing key success metrics like Net Revenue Retention (NRR), Gross Retention, Adoption, Health Scores, Expansion ARR, and NPS. In our fast-paced, high-growth environment, this role requires a strategic thinker who can also execute tacticallybuilding scalable processes, deploying enabling technologies, and equipping teams with actionable insights. You'll collaborate closely with leaders across Sales and Product to create a seamless, insight-driven customer journey - from onboarding and implementation through adoption, renewal, and expansion. If you've scaled SaaS businesses with $300M+ in revenue at 30%+ growth rates and know how to transform customer success operations into a growth engine, we want you to join us in shaping the future of healthcare. A Day in the Life: - Own lifecycle outcomes with a hard scorecard: NRR, GRR, churn, renewal rate, expansion ARR, onboarding cycle time, Time-to-First-Value, product adoption, NPS/CSAT, and renewal forecast accuracy. - Build or mature Implementation, Professional Services, Support, and Renewals under a single CS Ops umbrella. - Ship repeatable onboarding to value playbooks; standardize SLAs, RACI, and handoffs from Sales Services CSM Support. - Run an Onboarding Acceleration program to shorten time-to-go-live; weekly burn-down on blockers; publish cohort dashboards that show % live, median days to live, and first-value milestones - Drive adoption & health at scale: define product usage north-stars and leading indicators; launch success plans, QBR templates, and automated nudges. Aim for double-digit adoption lifts within two quarters. - Renewals & expansion rigor: institute a 120/90/60/30 renewal motion, risk codes, and save-plays; build expansion pipeline with packaged PS offers and value realization narratives. - Exec-level analytics: own JIRA/Salesforce/BI dashboards; weekly KPI review; renewal forecast accuracy 5%; root-cause analysis on churn with corrective actions. - AI Awareness & Application: Leverage knowledge of AI and automation to improve CS tooling, customer insights, and internal efficiency - Capacity & planning: model coverage ratios (accounts/CSM, implementations/PM), PS utilization, Support SLA staffing; quarterly headcount plans tied to ARR and logo growth. - Cross-functional with Product & Engineering: convert customer insights into roadmap requests; sponsor beta programs; quantify impact (e.g., feature X reduces onboarding by 10 days). - Quality & escalation leadership: act as executive sponsor for top health systems/payers; lead major incident postmortems and get-well plans with time-boxed outcomes. - Collaborate with the senior leadership team on key M&A integrations, ensuring smooth operational alignment and effective post-acquisition integration - Manage and mentor a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics. - Culture & enablement: coach leaders; stand up CS enablement (playbooks, role-based training, certifications); hire for operational excellence and customer empathy. What You Need - 12+ years of Experience, with 3+ years in senior leadership roles at SaaS companies or Management Consulting. - Proven record of delivering >95% GRR, >115% NRR, and faster time-to-value through scalable CS operations. - Expertise in customer lifecycle designonboarding, adoption, renewals, support, and expansion. - Strong data-driven mindset, experienced with Gainsight, Salesforce, and analytics to drive retention and growth. - Demonstrated success in building and leading high-performing global teams across CSM, Implementation, and Support. We offer competitive benefits to set you up for success in and outside of work. Here's What We Offer - Generous Leave Benefits: Enjoy generous leave benefits of up to 40 days. - Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition. - Sabbatical Leave Policy: Want to focus on skill development, pursue an academic career, or just take a break We've got you covered. - Health Insurance: We offer health benefits and insurance to you and your family for medically related expenses related to illness, disease, or injury. - Pet-Friendly Office*: Spend more time with your treasured friends, even when you're away from home. Bring your furry friends with you to the office and let your colleagues become their friends, too. *Noida office only - Creche Facility for children*: Say goodbye to worries and hello to a convenient and reliable creche facility that puts your child's well-being first. *India offices Where and how we work Our Noida office is situated in a posh techspace, equipped with various amenities to support our work environment. Here, we follow a five-day work schedule, allowing us to efficiently carry out our tasks and collaborate effectively within our team.Innovaccer is an equal opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered. Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [Confidential Information]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details. About Innovaccer Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure extending the human touch in healthcare. For more information, visit www.innovaccer.com. Check us out on YouTube, Glassdoor, LinkedIn, Instagram, and the Web.