Sr. Leader, Customer Success Operations

<div class="content-intro"><p><strong>AdvancedMD</strong></p> <p>AdvancedMD is a unified cloud suite of medical office software hosted on Amazon Web Services/AWS including practice management, electronic health records, and patient engagement, and offers managed medical billing services for independent practices.&nbsp;AdvancedMD serves an expansive national footprint of 65,000 practitioners across 14,000 practices and 900 independent medical billing companies. 8.8M insurance claims are processed every month on the&nbsp;<a href="https://www.advancedmd.com/company/media-coverage/">AdvancedMD billing</a> platform!</p> <p>&nbsp;</p></div><p><strong>Role Summary<br></strong></p> <p>Are you a systems thinker who takes pride in building the infrastructure that makes customer success organizations run — and keeps them running at scale? AdvancedMD is entering a defining chapter. We are building a CS function that can support both our established enterprise motion and a new product-led offering launching this year. The&nbsp;<strong>Sr. Leader, </strong><strong>Customer Success Operations</strong> will lead the function that makes both motions work — owning the technology stack, data infrastructure, playbooks, and reporting that our CS organization depends on every day.</p> <p>This is a builder's role. You will inherit a function that needs to be rebuilt from the ground up, with the mandate, support, and autonomy to do it. You will report directly to the Chief Customer Officer and work closely with Product, Finance, Sales, Marketing, and Engineering on a regular basis. This role is equal parts strategy and execution — you will be expected to set the direction and see it through.</p> <p>If you enjoy designing systems that scale, turning customer data into clear operational decisions, and building the operating rhythm that keeps a CS team focused on the right outcomes, we'd love to meet you.</p> <p>&nbsp;</p> <p><strong>Essential Job Duties:</strong></p> <p style="padding-left: 40px;"><strong>CS Infrastructure &amp; Tooling</strong></p> <ul> <li> <ul> <li>Evaluate, select, and implement the CS technology stack — owning vendor relationships, contract negotiations, and ensuring every tool maps to a specific moment in the customer journey. AI-powered capabilities should be a deliberate part of the evaluation, not an afterthought</li> <li>Own the customer journey map and ensure the tools we use remove friction from that journey and produce reliable, consistent data</li> <li>Partner with Product, Finance, Sales, Marketing, and Engineering to share customer data across the organization — this role is the connective tissue between CS and th