Director of Client Success Operations

About Inspiren 

Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff.

Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes.

About the Role

Inspiren is seeking a highly organized, data-driven, and proactive Client Success Operations Manager to play a pivotal role in scaling our Clinical Success organization. Reporting to the Head of Commercial, you will be responsible for optimizing our processes, leveraging technology, and providing insights that empower our Clinical Success Managers (CSMs) to deliver exceptional value and drive customer retention and growth. You will be the engine that enables our Clinical Success team to operate efficiently and effectively, ultimately contributing to the overall success of our customers and our business.

Responsibilities:

• Operational Excellence Enablement:
• Develop, implement, and maintain scalable processes and workflows for the Clinical Success team, including onboarding, adoption, value realization, renewal, and advocacy.
• Identify and implement best practices to improve efficiency, productivity, and consistency across the Clinical Success organization.
• Manage and optimize our Clinical Success technology stack, primarily Salesforce, ensuring data integrity and seamless integration with other business systems.
• Develop and maintain documentation for Clinical Success processes, playbooks, and standard operating procedures.
• Manage and administer Clinical Success tools, including user provisioning, configuration, and ongoing maintenance.
• Data Analysis and Reporting against performance metrics:
• Define and track key Clinical Success metrics (e.g., churn rate, retention rate, customer satisfaction, adoption rate, expansion revenue) and create insightful dashboards and reports for leadership and the Clinical Success team.
• Analyze data to identify trends, risks, and opportunities for improvement in customer engagement and outcomes.
• Provide actionable insights and recommendations based on data analysis to drive strategic decision-making within the Clinical Success organization.
• Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to ensure data alignment and holistic understanding of the customer journey.
• Technology stack management:
• Serve as the subject matter expert for our Clinical Success technology platforms, ensuring optimal utilization and adoption by the team.
• Evaluate and recommend new technologies and tools to enhance Clinical Success effectiveness and efficiency.
• Manage vendor relationships for Clinical Success tools and platforms.
• Develop and deliver training on Clinical Success tools and processes to the team.
• Enablement and Support:
• Collaborate with Clinical Success leadership to identify training needs and develop enablement programs for the team.
• Create and maintain resources and materials to support CSMs in their daily activities.
• Provide ongoing support to the Clinical Success team on operational processes and tool usage.
• Assist with the development and execution of client communication strategies and materials.
• Cross-functional Collaboration:
• Work closely with Sales Operations, Marketing Operations, and other operational teams to ensure alignment and consistency across the customer lifecycle.
• Participate in cross-functional projects to improve overall customer experience and business outcomes.
• Act as a liaison between the Clinical Success team and other departments to resolve operational issues and implement improvements.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.  A clinical background (nursing, physical therapy) is a plus. 
• 5 years of experience in operations, preferably within a SaaS or technology company.
• Proven experience managing and optimizing CRM (Salesforce) and Customer Success platforms (Gainsight, ChurnZero, Totango, etc.).
• Strong analytical skills and the ability to translate data into actionable insights.
• Excellent project management and organizational skills with the ability to manage multiple priorities and deadlines.  
• Proficiency in developing and documenting processes and workflows.
• Strong communication and interpersonal skills with the ability to collaborate effectively across teams.
• Experience with data visualization tools (e.g., Tableau, Looker) is a plus.
• A passion for customer success and a desire to help customers achieve their goals.
• Experience working in a fast-paced, enterprise SaaS environment is highly preferred.

Details

• The annual salary/OTE for this role is $180,000-$210,000 + equity + benefits (including medical, dental, and vision) 
• Flexible PTO
• Location: Remote, US
• Join our team and make a meaningful impact on patient care by enabling healthcare organizations to adopt and leverage AUGi to its full potential. Apply today to become a part of our customer success team!
• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.