Customer Success Operations Manager

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.

Job Summary:

This role is an integral part of the Revenue Operations team focusing on optimizing our Customer Success (CS) efforts. This role involves managing and enhancing our Customer Success platforms, primarily Salesforce, to ensure they align with our business objectives. The manager will integrate these systems with other business functions, overseeing projects, reporting, and custom development. Key responsibilities include training new users, troubleshooting, and ensuring all stakeholders use the platforms effectively and efficiently. 

All activities must comply with Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations, as appropriate.  

Essential Functions

• Lead the implementation of best practices in Customer Success operations, focusing on maximizing efficiency and effectiveness in customer engagement and retention.

• Drive process improvements, change management, and operational excellence within the Customer Success team.

• Ensure high data accuracy in Salesforce for customer information, interaction tracking, and success metrics.

• Manage and optimize the use of Salesforce and other CS platforms, handling support requests and advanced administrative needs.

• Proficiency in using key performance indicators (KPIs) and metrics to measure and improve customer service performance

• Strategically manage and enhance the Net Promoter Score (NPS) program, leveraging insights to drive improvements in customer satisfaction and loyalty

• Collaborate with cross-functional teams to implement action plans based on NPS feedback, ensuring continuous enhancement of the customer experience

• Collaborate with cross-functional teams to develop streamlined workflow processes and standards for Customer Success.

• Stay updated with the latest developments in Salesforce, advising on and implementing new features and best practices.

• Handle complex data management tasks and oversee the management of Sandbox and release processes in the CS platforms.

• Lead change management initiatives, ensuring clear communication and training for stakeholders.

• Evaluate business and technical requirements, addressing security risks and proposing solutions.

• Develop and maintain training materials for end-users, conducting training sessions as needed.

• Provide critical support and resolution for application issues impacting Customer Success. 

Minimum Requirements

• Bachelor’s degree in business, Computer Science, or a related field. 

• At least 5 years of experience in Customer Success operations, preferably in a SaaS environment. 

• Minimum of 3 years of experience in managing Customer Success platforms, notably Salesforce and CS platforms (Gainsight/Churnzero)  

• Strong Salesforce skills are essential; Gainsight/Churnzero experience is highly preferred. 

• Demonstrated ability to implement the best practices in Customer Success operations. 

• Proven experience in interfacing with cross-functional teams and leadership. 

• Excellent leadership, communication, and presentation skills. 

• Ability to translate multiple stakeholder requirements into clear, actionable plans. 

Preferred Qualifications

• Salesforce.com and Gainsight certifications. 

• Experience with customer success methodologies and frameworks. 

• Familiarity with integrating other systems (e.g., NetSuite, ERP) with Salesforce and Gainsight/Churnzero.  

Working Environment/Physical Demands

• Remote work environment.

• Long-distance or air travel as needed – not to exceed 10 % travel.

• Activities require significant sitting at the office and work desks and in front of a computer monitor.

Total Rewards

• Employee Assistance Program with free counseling sessions available

• Flexible Time Off: take time off when you need it without worrying about available hours

• 10 paid holidays + 1 floating holiday

• Generous annual bonus opportunity

• Insurance : Choice of Medical, Dental, and Vision plans

• Wellness Program including discounts on medical premiums

• Health Savings Account

• Flexible Spending Account

• Volunteer Time Off

• 100% Company-Paid Parental leave

• 401(k) with Employer Match

• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance

• Company-Sponsored 529 College Savings Plan

• Corporate Discounts on Retail, Travel, and Entertainment

• Pet Insurance options