Customer Success Operations Lead

• Revenue Operations is a core strategic function at Healthie, and our Customer teams — Customer Success and Customer Support — are where much of our next-stage growth is won or lost
• As we scale toward $100MM+ in ARR, the customer lifecycle (onboarding, health, renewals, expansion) is moving natively into Salesforce as we migrate off our standalone CS platform
• We need someone who can own that lifecycle end to end: design it, build it, report on it, and make the Customer teams faster because of it
• We’re hiring a Customer Success Operations Lead to own how our Customer teams run
• You’ll design the lifecycle motion with CS and Support leadership, then build it yourself in Salesforce — objects, Flows, automation, dashboards, and the integrations that turn Stripe billing, product usage, and support activity into signal a CSM can act on
• This is a senior IC role with real ownership, not a ticket queue
• The mix matters
• You’re a CS Ops operator first: you know what onboarding SLAs, health scoring, renewal forecasting, and churn-risk playbooks actually look like when they work
• But you’re also hands-on in Salesforce, comfortable building most of what you design rather than waiting on a developer
• Where the build genuinely needs Apex, you’ll scope it and partner with our GTM Systems Admin
• You’ll report to Bill Coffin, Director of Revenue Operations, and partner closely with our VP of Customer Management (Caseley), our VP of Customer Support (Justin), our GTM Systems Admin (Aaron), and teams across Finance, Product, and Engineering
• At Healthie, we are AI-enabled and AI-accelerated in how we build
• We are looking for team members who actively leverage AI-powered development tools, embrace automation, and help teams adopt modern, AI-assisted engineering practices to increase velocity and quality

Benefits

• Stock options
• Medical, dental, vision, life and disability coverages
• FSA and HSA
• Flexible vacation
• 401(k) plan with company matching
• Parental leave program
• Learning & development stipends
• Nutritional coaching
• Fitness membership budget
• Co-working subscriptions
• A laptop plus equipment stipend
• Summer Fridays

• 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

• Quick chat with someone from our Talent team (15 minutes)
• Interview with Bill Coffin, Director of Revenue Operations — hiring manager (30 mins)
• Scoped CS Ops exercise, presented in person to Bill, Aaron, Vivek (Sr. Director, Growth & RevOps), and Caseley (VP of Customer Management) (60 mins)
• Final conversation with Vivek, Sr. Director, Growth & Revenue Operations (30 mins)
• Reference Checks