Customer Operations • Lead

Who you are

You have a strong background in customer experience management, with a focus on operational excellence and infrastructure development. Your experience includes establishing lifecycle standards and optimizing customer engagement processes. You understand the importance of scalable systems that enhance onboarding and customer enablement across various segments.

You have a proven track record of collaborating with senior leadership, particularly in working closely with Chief Customer Officers or similar roles. Your leadership experience includes managing teams and ensuring that customer success functions are aligned with organizational goals. You are adept at using tools like Gainsight to optimize customer interactions and lifecycle clarity.

What you'll do

In this role, you will establish and optimize CareMessage’s customer experience infrastructure, focusing on lifecycle standards and operational rigor. You will work closely with the Chief Customer Officer to build scalable systems that enhance onboarding, engagement, and health monitoring for customers. Your responsibilities will include managing the Sr. Manager of Professional Services and Customer Success functions to ensure that standardized playbooks and outreach models are effectively implemented.

You will not be directly responsible for renewals or expansion revenue but will strengthen the operational foundations that make retention, adoption, and customer health predictable and measurable. Your role will involve analyzing customer feedback and operational metrics to continuously improve the customer experience.

What we offer

CareMessage offers a flexible part-time role that allows you to make a significant impact on our customer experience strategy. You will have the opportunity to work with a dedicated team focused on enhancing customer satisfaction and engagement. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.