Vice President Business Operations, Customer Success

About this role

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary  

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. This executive role will translate complex data into actionable insights, strengthen operating discipline, improve forecasting and resource allocation, and build scalable processes and decision frameworks across Customer Success. The VP will partner closely with Customer Success, Sales, Marketing, Finance, and other enterprise teams to align priorities, improve organizational effectiveness, and drive measurable business impact. The role will also advance the use of AI, predictive analytics, and automation to improve decision speed, productivity, and operational scalability.  

About the Team  

The Customer Success Business Operations team enables the Customer Success organization to make better, faster, and more consistent business decisions. The team partners across Customer Success and the broader enterprise to deliver analytics, planning, performance management, operational improvement, and scalable business processes. Through strong data discipline, cross-functional partnership, and continuous improvement, the team helps leaders understand performance, allocate resources effectively, identify growth and efficiency opportunities, and improve customer outcomes.  

Essential Job 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.   

Additional Job Responsibilities  

• Serve as a strategic advisor to Customer Success leadership, bringing an enterprise perspective to growth, efficiency, customer impact, and long-term value.  

• Build executive confidence in Customer Success data by establishing strong analytical rigor, clear performance measures, and consistent reporting practices.  

• Identify and implement process optimization opportunities that improve productivity, scalability, accountability, and organizational effectiveness.  

• Develop scalable operating frameworks, governance models, and repeatable processes that evolve with business growth and complexity.  

• Anticipate changes in healthcare technology, SaaS operating models, customer expectations, and analytics capabilities and translate them into operational priorities.  

• Evolve team capabilities and ways of working as AI and automation change the nature of analytical and operational work.  

• Support enterprise initiatives requiring Customer Success analytics, business planning, operational transformation, or cross-functional decision support.  

Expected Education & Experience  

• 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-fu

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