Operations at Innovaccer

Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization's business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.

About The Role

We're looking for a dynamic, data-driven leader to scale and optimize our Customer Success Operations. As a Director/ Senior Director- Customer Success Operations, you will play a pivotal role in ensuring that our global Customer Success teams deliver measurable value to customers and drive sustainable growth for the business. This is a senior leadership role for someone who thrives at the intersection of operations, strategy, and customer advocacy.

You will focus on optimizing key success metrics like Net Revenue Retention (NRR), Gross Retention, Adoption, Health Scores, Expansion ARR, and NPS. In our fast-paced, high-growth environment, this role requires a strategic thinker who can also execute tactically—building scalable processes, deploying enabling technologies, and equipping teams with actionable insights.You'll collaborate closely with leaders across Sales and Product to create a seamless, insight-driven customer journey - from onboarding and implementation through adoption, renewal, and expansion. If you've scaled SaaS businesses with $300M+ in revenue at 30%+ growth rates and know how to transform customer success operations into a growth engine, we want you to join us in shaping the future of healthcare.

A Day in the Life

Own lifecycle outcomes with a hard scorecard: NRR, GRR, churn, renewal rate, expansion ARR, onboarding cycle time, Time-to-First-Value, product adoption, NPS/CSAT, and renewal forecast accuracy
Build or mature Implementation, Professional Services, Support, and Renewals under a single CS Ops umbrella
Ship repeatable onboarding to value playbooks; standardize SLAs, RACI, and handoffs from Sales Services CSM Support
Run an Onboarding Acceleration program to shorten time-to-go-live; weekly burn-down on blockers; publish cohort dashboards that show % live, median days to live, and first-value milestones
Drive adoption & health at scale: define product usage north-stars and leading indicators; launch success plans, QBR templates, and automated nudges. Aim for double-digit adoption lifts within two quarters
Renewals & expansion rigor: institute a 120/90/60/30 renewal motion, risk codes, and save-plays; build expansion pipeline with packaged PS offers and value realization narratives
Exec-level analytics: own JIRA/Salesforce/BI dashboards; weekly KPI review; renewal forecast accuracy ±5%; root-cause analysis on churn with corrective actions
AI Awareness & Application: Leverage knowledge of AI and automation to improve CS tooling, customer insights, and internal efficiency
Capacity & planning: model coverage ratios (accounts/CSM, implementations/PM), PS utilization, Support SLA staffing; quarterly headcount plans tied to ARR and logo growth
Cross-functional with Product & Engineering: convert customer insights into roadmap requests; sponsor beta programs; quantify impact (e.g., feature X reduces onboarding by 10 days)
Quality & escalation leadership: act as executive sponsor for top health systems/payers; lead major incident postmortems and get-well plans with time-boxed outcomes
Collaborate with the senior leadership team on key M&A integrations, ensuring smooth operational alignment and effective post-acquisition integration
Manage and mentor a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics
Culture & enablement: coach leaders; stand up CS enablement (playbooks, role-based training, certifications); hire for operational excellence and customer empathy

What You Need

12+ years of Experience, with 3+ years in senior leadership roles at SaaS companies or Management Consulting
Proven record of delivering >95% GRR, >115% NRR, and faster time-to-value through scalable CS operations
Expertise in customer lifecycle design—onboarding, adoption, renewals, support, and expansion
Strong data-driven mindset, experienced with Gainsight, Salesforce, and analytics to drive retention and growth
Demonstrated success in building and leading high-performing global teams across CSM, Implementation, and Support

Benefits

Here's What We Offer

Generous Leaves: Enjoy generous leave benefits of up to 40 days
Parental Leave: Leverage one of industry's best parental leave policies to spend time with your new addition
Sabbatical: Want to focus on skill development, pursue an academic career, or just take a break We've got you covered
Health Insurance: We offer comprehensive health insurance to support you and your family, covering medical expenses related to illness, disease, or injury. Extending support to the family members who matter most
Care Program: Whether it's a celebration or a time of need, we've got you covered with care vouchers to mark major life events. Through our Care Vouchers program, employees receive thoughtful gestures for significant personal milestones and moments of need
Financial Assistance: Life happens, and when it does, we're here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs, ensuring help is there when you need it most

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

Disclaimer:

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [HIDDEN TEXT]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.

About Innovaccer

Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure, extending the human touch in healthcare. For more information, visit www.innovaccer.com.

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Director/ Senior Director -Customer Success Operations