Position Summary

What You’ll Own

• Lead the implementation of Kipu’s Customer Success Platform (CSP), a primary focus and critical deliverable in the first six months. This includes defining business requirements, managing the implementation process, establishing workflows and configuration standards, and driving adoption across the CS organization.
• Partner with IT, Revenue Operations, and CX functional leaders to evaluate, implement, and optimize platforms that support scalable customer operations.
• Define and enforce business process standards for how CX teams interact with and across systems ensuring consistent data inputs, workflow adherence, and cross-tool handoffs that support reliable operations.
• Establish a vendor management cadence for key CX technology partners, including QBRs and SLA oversight.

• Partner with functional leaders to design, document, and maintain scalable operating procedures across CX functions spanning onboarding, adoption, renewal, escalation, and offboarding workflows.
• Identify process gaps and inefficiencies through structured analysis and lead cross-functional improvement initiatives tied to strategic priorities.
• Build a culture of continuous improvement across the CX org by facilitating working sessions, establishing feedback loops, and institutionalizing best practices.
• Drive change management for new processes and tooling, ensuring VP-level buy-in and front-line adoption.

• Support the CCO in managing the CX departmental planning calendar, including quarterly business reviews, leadership offsite coordination, and department-wide communications.
• Own the CX OKR and KPI framework establishing definitions, measurement standards, and reporting cadences that give each functional leader clear visibility into their operational performance.
• Build and maintain operational dashboards and reporting that surface customer health signals, process performance, and cross-functional trends for the CCO and VP leadership team.
• Identify operational gaps and interdependencies across the customer lifecycle translating patterns from Salesforce, Zendesk, CSP and product usage into process improvements and leadership recommendations.

• Serve as the connective tissue between CX functions, facilitating alignment on shared workflows, escalation paths, and customer lifecycle handoffs.
• Partner with Sales, Product, and Finance on customer data, revenue operations, and cross-functional initiatives that impact the customer experience.

• Hire, onboard, and develop one CX Analyst direct report, building a high-output partnership focused on data, reporting, and operational execution.
• Model a culture of clarity, continuous improvement, and customer-centricity consistent with Kipu’s CX leadership values.

What Success Looks Like — First 18 Months

• Led the implementation of Kipu’s Customer Success Platform (CSP) driving go-live within the first six months, with full adoption underway by end of year.
• Established, in partnership with IT and functional leaders, a unified CX technology stack with clear ownership, business process standards, and measurable adoption across all five CX functions.
• Designed and deployed core operating procedures and success plays for the customer lifecycle including at minimum: onboarding, escalation, renewal, and offboarding workflows.
• Stood up a CX OKR/KPI framework with operational dashboards that give the CCO and VP leadership team clear, consistent performance visibility.
• Hired and onboarded a CX Analyst, building a functional two-person operations capability.
• Earned credibility as a trusted horizontal partner across all CX function leaders.

Qualifications

• 8–10+ years of progressive experience in Customer Success Operations, CX Operations, or Business Operations in a B2B SaaS environment with a track record of hands-on execution
• Demonstrated experience designing, documenting, and implementing CS/CX processes from the ground up including lifecycle workflows, escalation frameworks, RACI models, and standard operating procedures.
• Proven experience leading a CS or CX platform implementation (CSP, CRM, or support platform) including requirements definition, configuration, cross-functional change management, and adoption measurement.
• Strong process methodology foundation able to map, diagnose, and redesign workflows with rigor and consistency across multiple functions simultaneously.
• Proven track record of driving cross-functional process adoption and change management without direct authority over the teams involved.
• Strong data and analytics capability: able to build operational dashboards, interpret performance metrics, and translate findings into clear recommendations for functional leaders and executives.
• Exceptional communication skills equally effective working through process details with a front-line team as presenting operational performance to a CCO or ELT.
• Comfort operating in ambiguity and building structure where little exists this role requires creating infrastructure, not managing it.

• Hands-on experience with CS platforms (e.g., Gainsight, Totango, ChurnZero, or comparable CSP), support platforms (e.g., Zendesk), and CRM systems (e.g., Salesforce); able to work directly in these tools, not just manage vendors who do.
• Experience in behavioral health, healthcare SaaS, or other regulated, trust-sensitive verticals.
• Familiarity with Professional Services platform tools (e.g., Certinia, FinancialForce, or comparable PSA).
• Process methodology certification or applied experience (Lean, Six Sigma, or equivalent).
• Experience supporting a Chief Customer Officer or senior CX leader in a strategic operations capacity.

• Bachelor’s degree in Business, Operations, or a related field required.

About Kipu Health