Customer Success Operations Lead

Join Healthie, a rapidly growing company in the healthcare technology space. As the Customer Success Operations Lead, you will own the customer lifecycle from onboarding to renewals and expansion. You will design and build the lifecycle in Salesforce, report on it, and make the Customer teams more efficient. This is a senior individual contributor role with real ownership and impact. You will report to the Director of Revenue Operations and work closely with various teams across the company.

• Design and build the customer lifecycle motion in Salesforce, including onboarding, health scoring, renewals, and expansion.
• Own the end-to-end lifecycle of customer success operations, from design to implementation, reporting, and continuous improvement.
• Collaborate with cross-functional teams to ensure alignment and integration of customer success operations with other business functions.

• Reporting depth: ability to build dashboards, define metrics, and defend numbers in front of leadership
• Strong hands-on Salesforce builder: custom objects and data modeling, advanced Flow, validation and assignment logic, permissions, and reporting architecture; comfortable with sandboxes and real deployment/change-management process
• 6+ years in Customer Success Operations, RevOps, or GTM systems, with meaningful ownership of a CS or post-sale motion
• Deep understanding of CS Ops workflows: onboarding, health scoring, renewals, expansion, and churn; knowledge of how Customer teams operate and what they need from their systems
• AI-native: already use AI tools in daily work and excited to build AI-powered systems
• Strong communicator: able to translate between Customer Success, Finance, Product, and Engineering, and set realistic expectations under change
• Understands HIPAA constraints on tooling and data flows
• SaaS fluency: understand ARR, NRR, gross and net retention, churn, and expansion, and how these are represented in systems
• Experience in both scaled-company rigor and startup speed: accustomed to data volume, governance, complexity, and fast iteration in ambiguous environments
• Practical integration experience: REST and Bulk APIs, webhooks, and middleware or iPaaS tooling; direct experience with Stripe billing and subscription data is a strong plus
• Apex, SOQL, triggers, LWC, or SFDX / Git / CI experience. You won't be blocked without it, but you'll move faster with it
• Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, Platform Developer I)
• Prior migration off a dedicated Customer Success platform (Vitally, Gainsight, ChurnZero, Totango) into Salesforce