Vice President Business Operations, Customer Success
About the role
The Vice President, Business Operations - Customer Success will lead the operating strategy, analytics, planning, and performance management capabilities that enable the Customer Success organization to scale effectively and deliver strong customer and business outcomes.
Responsibilities
Lead Business Operations Strategy: Develop and execute the operating strategy for Customer Success, aligning organizational priorities, resources, and performance expectations with company objectives.
Manage the Customer Success strategic initiative portfolio, translating strategy into executable work plans, milestones, dependencies, decision points, and clear executive accountability.
Drive Enterprise Analytics: Lead Customer Success analytics capabilities that translate complex data into actionable insights, clear recommendations, and measurable improvements in business and customer outcomes.
Own Integrated Business Planning and Performance Management: Connect strategy to annual and long-range operating plans, including budgeting, goal setting, capacity and headcount planning, and regularly review progress against operational, customer, and financial commitments.
Lead capacity planning, productivity modeling, forecasting, resource allocation, operating reviews, and performance management across Customer Success.
Translate Insights Into Action: Diagnose performance gaps, identify opportunities, and develop decision frameworks that enable leaders to take timely, data-driven action.
Build Scalable Operating Infrastructure: Partner with business and technology leaders to translate operational requirements into scalable tools, workflows, dashboards, datasets, and automation that improve efficiency, standardization, data quality, and employee effectiveness.
Align Cross-Functional Leaders: Partner with Customer Success, Sales, Marketing, Finance, and other teams to establish shared metrics, planning assumptions, priorities, and accountability.
Advance AI and Automation: Apply AI, predictive analytics, and automation to improve forecasting, scenario planning, resource allocation, workflow efficiency, and decision-making.
Lead Organizational Change: Drive adoption of new operating practices, tools, processes, and decision frameworks through strong executive influence and change leadership.
Build High-Performing Teams: Develop business operations and analytics leaders and teams with strong technical depth, business judgment, commercial acumen, and executive influence required in an AI-first environment.
Qualifications
12+ years of progressive experience in business operations, analytics, strategy, finance, or a related discipline, including significant senior leadership experience.
Experience leading business operations and analytics functions within healthcare technology, SaaS, enterprise software, or another complex, data-driven organization.
Proven success building enterprise-scale analytics capabilities and translating data into strategic decisions and measurable business outcomes.
Strong experience with capacity planning, productivity modeling, forecasting, resource allocation, performance management, and business planning.
Demonstrated success designing and implementing scalable processes, systems, tools, metrics, and operating mechanisms.
Experience using advanced analytics, predictive modeling, AI, or automation to improve operational performance and executive decision-making.
Strong cross-functional leadership skills, with demonstrated ability to influence senior executives and drive alignment across matrixed organizations.
Demonstrated experience building, developing, and leading high-performing analytical and operational teams.
Excellent executive communication and business judgment, with the ability to simplify complex analysis, communicate tradeoffs, and make recommendations when information is incomplete.
Deep understanding of SaaS business models and customer-focused operating environments; healthcare technology experience strongly preferred.