About the Role The Director of Customer Success Operations will serve as a strategic partner to the Chief Customer Officer, driving operational excellence across the Customer Success, Support, Professional Services and Expansion organizations. You will ensure the operating rhythm of Customer Success runs seamlessly, overseeing strategic projects, preparing executive level communications and ensuring we have a repeatable system and cadences. You will translate the CCO’s vision into actionable results, ensuring our clients receive a world‑class experience and we are driving desired outcomes in retention, customer satisfaction and efficiency through innovation. Your Area of Focus Strategic Planning & Execution Own and execute the CS operating rhythm, including CS All Hands, CS on sites, board meeting prep and weekly meetings. Drive the development of the annual roadmap with quarterly objectives, ensuring objectives tie back to top company goals and core business outcomes and incorporate feedback from key stakeholders. Generate executive summaries of our Customer Success programs, initiatives, successes and program/project risk. Lead the organization through large‑scale change and transformation, ensuring we have a solid change management framework. Be the main point of contact and work directly with the FP&A team on the Annual Planning process, assisting with headcount, goal setting and budget planning. Oversee capacity planning and capacity models for all Customer Success teams, ensuring a repeatable system for proactive hiring to keep pace with customer demands and keeping productivity assumptions on track. Performance & Data Insights Own the single source of truth for the Customer Success organization across key metrics, building, standardizing and maintaining dashboards and ensuring data alignment and access between Gainsight, Salesforce and CxOne. Develop a predictive retention model with a rolling 12‑month look on GRR and NRR, identifying trends and cohorts before they reach an escalation point. Architect dynamic headcount models for the onboarding and support teams to determine when additional staff or AI automation should be introduced. Oversee a team of functional business analysts explaining outcomes, delivering monthly executive briefings to the CCO with highlights and operational levers. Implement a robust Voice of Customer Program leveraging NPS, CSAT, churn, product usage and customer behavior data to drive action improving GRR, NRR, CSAT and NPS. Ensure real‑time sentiment analysis is automated and integrated into the daily workflows of Account Managers. Define and track the ROI for all major CS projects and provide status and objective data on financial and operational targets. Produce regular performance summaries for board meetings, quarterly business reviews and monthly read‑outs. Strategic Initiatives, Projects and Events Drive AI adoption into meaningful outcomes such as employee efficiency, retention and expansion. Ensure the Customer Success organization effectively utilizes key technology, in terms of efficiency, utilization and ROI, and oversees top vendors and budget. Process re‑engineering: Optimize the top 20 Customer Success processes to reduce client friction. Lead CS leadership on innovative strategies to radically improve customers’ experience. Lead the planning and execution of bi‑annual customer success on‑sites. Cross‑Functional Collaboration Key member in steering committees to drive the GTM process across Tebra. Develop strong relationships across business units to support organizational change, including leaders of revenue operations and product operations. Represent Customer Success in cross‑functional projects, cascading updates to CS leadership and gathering, synthesizing and relaying CS requirements and feedback to stakeholders. Your Professional Qualifications 10+ years of leadership experience in Business Operations, Customer Success Operations or Consulting. Bachelor’s degree or equivalent experience. Well versed in AI trends and capable of creating value across CS through AI adoption. Low ego, high impact: comfortable working behind the scenes to enable broader team success. Operator by nature: strong analytical skills and a problem‑solver who tells a story with data rather than just exporting it. Executive communication skills, written and verbal. Thrives in a fast‑paced environment. Expert at delivering feedback, insights, recommendations and bubbling up risks to the organization. Champion of a winning culture, integrity and a self‑starter mindset. Aspired to share knowledge for the greater good and eager to grow, learn and evolve. Healthcare or Healthcare SaaS experience is a strong plus. Compensation Compensation for this position is within Zone 1 (national average) at $200,000 USD – $228,000 USD. Compensation will be determined by individual experience, qualifications and geographic zone. Variable pay and benefits are offered in addition to base pay. Equal Opportunity Statement Tebra is an equal‑opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. #J-18808-Ljbffr