Customer Success Operations Manager

Ladders; United States; Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Benefits package

Professional development

Team culture

Performance bonuses

Flexible work environment

Job summary

Ladders is seeking a Customer Success Operations Manager to join a leader in the healthcare space. Remote role for US-based candidates, with a focus on workflow execution, service continuity, and performance management in a high-volume environment.

The position partners closely with internal stakeholders to strengthen operating discipline, resolve escalations, and improve service delivery. It requires a data-driven approach to identifying capacity needs and refining processes for accountability

Qualifications

• Bachelor's degree preferred or equivalent experience.
• Experience in operations, customer service, healthcare, or related fields.
• Strong people-management or team-leadership experience.
• Experience in a dynamic, high-volume environment using performance data.
• Proficiency in Microsoft Office and Salesforce.

Responsibilities

• Manage the Customer Success Operations team supporting multiple healthcare-related programs.
• Oversee daily workflow execution and service continuity across operations.
• Establish operational performance metrics and conduct routine reviews.
• Identify capacity needs and recommend process improvements based on data.
• Serve as the primary escalation point for operational workflows and issue resolution.

Skills

People management

Leadership

Data-driven decision making

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

For our client, we are seeking a Customer Success Operations Manager to join the team of a leader in the Healthcare space.

This role will oversee customer success operations with a focus on workflow execution, service continuity, and performance management across a high-volume environment. The position partners closely with internal stakeholders to strengthen operating discipline, resolve escalations, and improve service delivery. It also requires a data-driven approach to identifying capacity needs, refining processes, and supporting accountability across the team.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 – $110,000 annually

Responsibilities

• Manage the Customer Success Operations team supporting multiple healthcare-related programs
• Oversee daily workflow execution and service continuity across operations
• Establish operational performance metrics and conduct routine reviews
• Identify capacity needs and recommend process improvements based on data
• Serve as the primary escalation point for operational workflows and issue resolution

Qualifications

• Bachelor's degree preferred or equivalent experience
• Prior experience in operations, customer service, healthcare, or related fields
• Strong people-management or team-leadership experience
• Experience in a dynamic, high-volume environment using performance data
• Proficiency in Microsoft Office and Salesforce

Benefits

• Comprehensive benefits package available
• Opportunities for professional development and coaching
• Supportive team culture focused on accountability and collaboration
• Potential for annual bonuses based on performance
• Flexible work environment with occasional travel requirements

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.