We’re looking for a Customer Success Operations Manager to build, optimize, and scale the systems that ensure a best-in-class experience for our clinic partners and patients. This is a cross-functional, high-impact role that will own the customer journey—from onboarding through retention—by operationalizing customer success processes, managing data workflows, and enabling a frictionless experience across clinics, patients, and internal teams.

You’ll work closely with our founding team and clinical partners to ensure scalable, repeatable, and measurable customer success operations.

Key Responsibilities

Operations & Infrastructure

• Implement and optimize customer onboarding and training workflows for clinics and clinicians
• Build scalable processes to manage and collaborate with our fulfillment partners for clinic setup, device fulfillment, and returns
• Own documentation for internal and external support processes (SOPs, FAQs, guides, training curriculum, clinician certification and more)
• Establish customer health metrics and dashboards to proactively flag risk or identify growth opportunities

Data Management

• Own and optimize the tech stack supporting customer success (CRM, ticketing tools, helpdesk platforms)
• Track KPIs like activation rate, patient engagement, retention, and clinic satisfaction
• Drive insights through analysis of usage data, support trends, and outcome metrics

Cross-Functional Collaboration

• Partner with the Clinical and Product teams to streamline feedback loops and improve usability
• Coordinate on logistics such as device provisioning, tracking, and returns
• Support team with data and resources to drive customer satisfaction and retention

Customer Enablement

• Develop and maintain self-service resources (training videos, help center, quick-start guides)
• Standardize onboarding playbooks for new clinics and providers
• Manage patient and provider satisfaction surveys and feedback tools

What We’re Looking For

• 3+ years of experience in Customer Success Operations, Customer Experience, or Business Operations
• Strong process orientation and project management skills
• Familiarity with tools like HubSpot, Google Sheets, or similar systems
• Analytical mindset with the ability to turn data into action
• Experience in physical therapy or athletic training is a plus, as is exposure to startup environments.
• Passion for improving healthcare experiences and outcomes

Apply via LinkedIn or send an email with your resume to a.mcinturf@bandconnect.net