Customer Success Operations Manager

Who We Are Looking For

WebPT is seeking a highly analytical and strategic Customer Success Operations Manager to join our Customer Success team. Reporting directly to the Chief Customer Officer, this is a highly visible position that will involve regular collaboration with WebPT’s senior leadership team to shape and execute strategies that drive customer retention, satisfaction, and growth. The Customer Success Operations Manager will own key processes and systems that enhance the efficiency of the Customer Success team, with a particular focus on data analysis, lifecycle management, and cross-functional alignment. This role will play a critical part in improving customer outcomes and scaling WebPT’s impact in the rehab therapy space. The ideal candidate will have exceptional operational and analytical skills, thrive in a fast-paced environment, and be passionate about enabling teams to deliver exceptional customer experiences.

WebPT is the world’s leading practice management platform for physical therapy, occupational therapy, and speech-language pathology healthcare providers. With a full suite of solutions encompassing a purpose-built EMR, billing and claims management, and patient acquisition and engagement, WebPT empowers clinicians to focus on what they do best: delivering life-enhancing care for their patients. WebPT’s modern SaaS-based platform gives providers the data, insights, and tools they need to profitably run and grow their practices while enhancing patient satisfaction and experience. Founded in 2006 by renowned physical therapist Heidi Jennenga, WebPT became a portfolio company of Battery Ventures in 2014 before global private equity firm Warburg Pincus purchased a majority stake in the company in 2019.

What You’ll Be Doing As A Part of Our Team

Data

Data Collection.

• Work closely with business stakeholders to understand their data needs and translate them into actionable analysis.
• Collect data from various sources (internal systems, databases etc.) to ensure a comprehensive dataset for analysis.
  
  

Data Visualization and Reporting

• Reports and Presentations: Regularly communicate findings to executives and the Board on past results, renewals and upsell forecasts, e.g. through dashboards and presentations. Present complex data in a digestible format, focusing on key takeaways.
• Create dashboards: Design and maintain interactive dashboards using visualization tools like Tableau, Power BI, or Google Data Studio, allowing teams to access real-time, self-service insights.
• Trend Identification: Highlight key trends, patterns, key metrics or anomalies, such as member behavior patterns that can inform business strategy.
  
  

Analysis and Trend Forecasting

• Use historical data and statistical models to forecast and track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not
• Run and analyze cohort analysis
• Identify trends for upsell and churn risks
• Gather insights on usage that lead to retention or churn
• Analyze and report on NPS to give stakeholders a comprehensive understanding of member loyalty, satisfaction, and potential areas of improvement.
• Breakdown of Respondent Categories
• Segmented Analysis
• Overview, Trends and Insights
• Member Feedback Analysis
• Actionable Insights and Recommendations for Improvement
  
  

Processes

• Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
• External Communications: Coordinate with 1:Many Communications lead (within CSM team) to synchronize email outreaches with CSM touch points
• Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Opportunity Management: Identify top candidates for upsell
• Analyze and manage multiple lists of data, identifying strategies to drive retention
• Identifying logo segment trends, tracking metrics across onboarding, such as contract signature to onboarding, first to value, time to value and renewal opportunities
• Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:
  
  

People

• Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
• Compensation: Determine the metrics on which bonuses are based, and define targets for those metrics
• Enablement: Provide materials and data that help CSMs work more effectively
  
  

What You Should Have To Qualify

• Bachelor's degree in Business, Analytics, Operations, or a related field.
• 3+ years of experience in Customer Success Operations, Revenue Operations, or a similar operations/analytics role, ideally in a SaaS or SMB-focused environment.
• Strong proficiency with data analysis tools, including Excel/Google Sheets and BI platforms (e.g., Tableau, Looker, Power BI).
• Experience with Customer Success platforms such as Salesforce, Gainsight, Totango, or comparable systems.
• Demonstrated ability to develop and deliver executive-level dashboards, presentations, and insights for renewals and upsell performance.
• Expertise in defining and optimizing customer lifecycle processes, including adoption, churn prevention, and upsell strategies.
• Strong analytical skills with the ability to translate data into actionable recommendations and strategies.
• Proven track record of cross-functional collaboration with Product, Sales, Support, and Onboarding teams.
• Exceptional organizational skills and the ability to manage multiple priorities in a fast-paced, dynamic environment.
• Passion for process improvement, scalability, and driving operational efficiency.
• Clear and concise communication skills, with the ability to influence and build alignment across teams.
• Experience working with SMB customers or within a small to mid-market SaaS environment preferred.
  
  

Ideally, You Would Also Have These

• Advanced degree (MBA, MS, or similar)
• Exposure to Healthcare technology or healthcare SaaS
  
  

Culture is at our Core

• Service: Create Raving Fans
• Accountability: F Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better
• Resource Efficiency: Do Más With Menos
  
  

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

Company Perks

• Ample Time Off for fun and rest
• Work from nearly anywhere in the US
• Time Off to make an impact through volunteering
• Multiple Employee Resource Groups (ERGs)
  
  

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. While job postings offer a pay range as a general reference, the final offer depends on candidate qualifications and experience. Our aim is to provide equitable compensation that recognizes your unique skills and contributions. During interviews, we'll discuss your qualifications and expectations, striving for a competitive and fair offer. The initial hiring range for this position is: $97,500 - $131,600.