Sr. Manager - Customer Success Operations

Henry Schein One; American Fork (UT); Remote; USD 140,000 - 170,000; Full time

Job summary

A leading healthcare technology company is seeking a Sr. Manager - Customer Success Operations to lead operational strategies and build scalable programs. This remote role involves leveraging data and customer success tools, managing teams, and collaborating across departments to enhance customer engagement and outcomes. Ideal candidates will have extensive experience in customer success and operations, including a strong background in using Gainsight.

Benefits

Competitive compensation

Excellent benefits package

Opportunities for professional development

Qualifications

• 10+ years of experience in Customer Success, Operations, or related roles in a SaaS or tech-enabled services environment.
• Proven experience building and scaling digital customer success programs.
• 3+ years of leadership experience.

Responsibilities

• Design and implement scalable customer success programs that reduce churn.
• Build infrastructure to automate customer touchpoints.
• Own Gainsight configuration including playbooks and health scores.

Skills

Customer Success

Operations Management

Analytical Skills

Leadership

Project Management

Education

Bachelor's degree or global equivalent

Master's degree or global equivalent (nice to have)

Tools

Gainsight

CRM systems

Job description

Sr. Manager - Customer Success Operations

This position is Remote within the United States

Summary

We are looking for a visionary and execution-focused Sr Manager, Customer Success Operations, to lead the operational strategy and infrastructure behind our scaled customer success model. This role is critical in enabling our Customer Success Managers (CSMs) to take on more strategic initiatives by building efficient, automated programs that reduce manual workload and drive measurable improvements in customer outcomes.

You will own the systems, processes, and data that power our digital-first customer success approach—leveraging Gainsight, our Customer Portal/Community, and other tools to deliver proactive, personalized experiences at scale. This role also manages the Principal Customer Success Communications and Content Manager, ensuring strategic alignment across content, communications, and journey orchestration. You will be responsible for building durable, scalable program infrastructure such as our contact strategy and customer portal/community experience.

What you will do

• Design and implement scalable customer success programs that reduce churn, increase retention, and improve product adoption
• Build infrastructure that enables automation of customer touchpoints, freeing up CSMs to focus on high-impact work
• Continuously iterate on programs based on performance data to drive better outcomes (e.g., NPS, ARR retention, cancellation reduction)
• Own Gainsight configuration, including playbooks, CTAs, health scores, and journey orchestration
• Integrate product utilization data to trigger automated and human-led interventions
• Ensure the tech stack supports long-term scalability without increasing CSM headcount
• Partner with Sales, Marketing, Product, and Support to align customer success operations with broader company goals
• Collaborate with the Communications and Content Manager to ensure messaging and automation are synchronized across the customer journey
• Build and maintain dashboards that track key metrics such as Net Revenue Retention (NRR), Customer Lifetime Value (CLV), and Cost-to-Retain/Expand Customers
• Use data to identify friction points and opportunities for automation or process improvement
• Manage and mentor the Customer Success Communications and Content Manager
• Foster a culture of innovation, accountability, and continuous improvement within the operations function
• Implement, own and enable scalable, automated programs that reduce manual CSM workload and improve efficiency
• Implement measurable improvements in customer retention, NPS, and recurring revenue
• A well-integrated tech stack that supports long-term growth without increasing headcount
• A high-performing operations function that enables the broader Customer Success team to thrive
• Collaborate with cross-functional teams to integrate content and communications into Gainsight-powered workflows and digital programs
• Build durable systems and frameworks that ensure long-term scalability of content and communication programs
• Lead the development and governance of the customer portal and community experience, ensuring it supports scalable success delivery
• Own and evolve the customer contact strategy to ensure consistent, value-driven engagement across lifecycle stages and segments
• Ensure strategic alignment across content, communications, and customer journey orchestration by managing the Principal Customer Success Communications and Content Manager

Travel/Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required

Qualifications

Must have:

• 10+ years of experience in Customer Success, Operations, or related roles in a SaaS or tech-enabled services environment, 3+ years of leadership experience
• Proven experience building and scaling digital customer success programs
• Bachelor's degree or global equivalent
• 3 plus years of experience building programs with deep expertise in Gainsight or similar CS platforms, including configuration, administration and customer community
• Strong analytical skills with the ability to translate data into actionable insights
• Experience leading cross-functional projects and collaborating across departments
• Excellent organizational and project management skills
• Comfortable working in a fast-paced, evolving environment with a growth mindset

Nice to have:

• Master's degree or global equivalent
• Experience using a CRM and/or Customer Success platform

The posted range for this position is $140,000 - $170,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Sick Leave (if applicable), Income Protection, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Louisiana, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.

If you are a referral for this position, please provide the employee's first and last name.

What is your base salary expectation? (Do not include commissions and/or bonuses)

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Are you legally eligible to work in the United States? (Proof of lawful employment eligibility in the U.S. will be required upon hire.)

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Have you worked cross functionally to create and implement tools for the customer success team? Please provide company name and dates

Do you have experience supporting scaled customer success programs and digital engagement strategies? If yes, please provide company name and dates.

How many years of experience in content strategy, customer communications, or customer marketing do you have?

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