Head of Operations

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. 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 tactically—building 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. 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. Renewals & expansion rigor: institute a 120/90/60/30 renewal motion, risk codes, and save-plays; Exec-level analytics: own JIRA/Salesforce/BI dashboards; root-cause analysis on churn with corrective actions. Capacity & planning: model coverage ratios (accounts/CSM, implementations/PM), PS utilization, Support SLA staffing; Quality & escalation leadership: act as executive sponsor for top health systems/payers; 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. stand up CS enablement (playbooks, role-based training, certifications); 12+ years of Experience, with 3+ years in senior leadership roles at SaaS companies or Management Consulting. ~ 115% NRR, and faster time-to-value through scalable CS operations. ~ Expertise in customer lifecycle design—onboarding, 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. 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? 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*: 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. *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.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. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for