Senior Manager, Customer Success Operations

| Santa Monica

At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we devised a solution that allows providers to build a thriving practice, without being tied down by the burdens of business growth.

We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.

Our dedicated team brings a blend of experiences that drives innovation and customer success. Our development-focused culture allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.

Now, we want you to be a part of it all.

How you will contribute:

As the Senior Manager of Customer Success Operations, you will build and scale internal operations to drive success across a rapidly growing CS organization, including Onboarding, Professional Services, Customer Success Management, Retention, and Customer Support. You will directly manage an evolving team that currently includes two Salesforce Administrators, a Trainer, and a Junior Business Analyst. In partnership with internal stakeholders, you will gather business requirements, oversee technical projects, improve processes, analyze results, and enable training.

  • Process Improvement
    • Develop, implement, and maintain critical CS business processes and solutions
    • Work with stakeholders within CS and across the organization to understand needs, identify gaps/areas of opportunity, and propose changes to existing systems, policies, and process frameworks
    • Partner with R&D on CS automation initiatives as needed
    • Manage end-to-end project execution including documentation, timelines, communication, and acceptance testing
    • Outline and enforce change management best practices; communicate and document upcoming changes and releases
    • Leverage and develop Junior Business Analyst in support of key CS objectives
  • Systems Administration
    • Oversee (both in-house and external contractors) system administrators of CS technologies (Salesforce, Taskray, Gainsight, and similar)
    • Assist with the implementation and day-to-day support of solutions, technologies, and supporting applications
    • Serve as the liaison between CS and other operations functions in the organization (e.g. Sales, Marketing, Finance, etc.)
    • Maintain and oversee CS department Standard Operating Procedures (SOP)
  • Reporting & Analysis
    • Ensure the accuracy and integrity of CS reports and dashboards
    • Review key metrics to identify strategic insights and trends; perform critical analysis and diagnostics to solve key business challenges
    • Ensure CS teams have early warning indicators when critical business metrics are at risk
    • Support recurring and ad hoc reporting requests as needed
    • Monitor and report on CS Ops throughput, organizational impact, and contribution to overall CS efficiency
    • Help prepare monthly and quarterly CS presentations for department meetings, company all hands, and board

Skills you’ll bring:

  • 3+ years experience working in a similar role
  • Bachelor’s degree
  • Business operations experience in SaaS, preferred; experience in healthcare or SEO desirable
  • Self-starter with strong leadership and mentoring skills
  • Analytical, process-oriented, flexible, and resourceful
  • Excellent communication, written, verbal, and listening skills; ability to communicate complex technical concepts to engineers and admins just as easily as not as technically savvy stakeholders
  • Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Confidence in advocating best practices
  • Demonstrated ability to meet deadlines and drive results; “get things done” mentality while being mindful of best practices
    Strong attention to detail; stellar project management and multitasking capabilities
  • Ability to work with different team members to design processes and implement projects that solve strategic business challenges
  • Ability to negotiate priorities across organizations; ability to see the big picture

Why you're important to us:

The role of Sr. Manager, CS Ops, is paramount in contributing to the overall scale and efficiency of the Customer Success department and ultimately the broader organization. We cannot deliver an exemplary experience and help healthcare practices thrive without effective training, systems, tools, and workflows. The Sr. Manager, CS Ops will be a visionary and advocate on how to work smarter and not just harder as we continue our rapid pace of growth.

PatientPop has one simple mission: to help healthcare practices thrive. We do this by giving providers everything they need attract and recall patients to continuously grow their practices.

Our solution is the first complete cloud-based platform that's HIPAA-compliant and proven to accelerate new patient acquisition, while also eliminating the need for dedicated marketing resources. With PatientPop, providers can attract more patients, manage online reputation, modernize the patient experience, and automate the front office — all without sacrificing quality patient care. Learn more at patientpop.com

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • VueLibraries
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • MoqupsDesign
    • Google DrawingsDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM

Location

A block from Ocean Ave., the beach, tons of restaurants and Third Street Promenade: eat, sunbathe, shop -- or do all three -- on your break.

An Insider's view of PatientPop

What’s the vibe like in the office?

There's a lot of chemistry. All of us are, honestly, really good friends. I know that sounds cheesy and everybody probably says that, but we do a lot of fun stuff together outside of work. Those relationships make communication and collaboration that much stronger during work.

Kirsten

Manager of Customer Success

What kinds of technical challenges do you and your team face?

We are currently working on ways to streamline our internal workflows. I love creating and improving our automation tools so that our implementation managers can focus more on their providers and less on the backend.

David

Web Administrator

How does the company support your career growth?

PatientPop allows the flexibility for us (graphic designers) to push our platform's limits and learn how to create within boundaries, which is vital to the success of any artist.

Patric

Sr. Website Designer

What unique initiatives do you have that encourage innovation?

At PatientPop, we’re big believers in transparency. It’s important to Travis and myself that we arm our employees with all of the information they need to make decisions. We empower them to make those decisions autonomously.

Luke

Co-Founder and Co-CEO

What unique initiatives do you have that encourage innovation?

On the engineering team, everyone from interns all the way to a Sr. Engineers are given a lot of autonomy and responsibility. So you’ll notice as early as your first day, you're already working on the product and with the team to get something delivered. That's really unique.

Aashin

Director of Engineering

What are PatientPop Perks + Benefits

PatientPop Benefits Overview

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contribute to our business success.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Fully paid dental coverage for full-time employees.
Vision Benefits
Fully paid vision coverage for full-time employees.
Health Insurance Benefits
Fully paid healthcare coverage, with premium buy-up options.
Life Insurance
Wellness Programs
PatientPop provides over 20 partnerships with local studios for employee discounts along with wellness classes onsite!
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
PatientPop offers 12 weeks of paid paternity leave for primary caregivers.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Three weeks paid time off for all employees and four weeks for tenured employees of three years or longer. We also provide a $1500 vacation stipend at your fourth anniversary!
Paid Volunteer Time
We encourage employees to give back and offer 16 hours of paid volunteer per year.
Paid Holidays
10 paid holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
PatientPop offers free parking, metro memberships, Uber, and scooter credits to make sure you can get to/from work with ease.
Company Outings
Stocked Kitchen
Some Meals Provided
Catered lunch on Thursdays.
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

As a company we share common values of honesty and accountability. We’re mentors and team players who believe that happy employees support one another at all levels of the business. Leadership sets the tone for an organization, and we focus on fostering a positive, collaborative environment.

Our people are at the core of our strategy, so it’s our mission to attract and retain the very best talent in the industry. We implement world class training for our teammates and next generation of leaders, and create a transparent performance management system that rewards exceptional performance.

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contributes to our business success.

Here’s a quick look at a few of our many perks:

Paid time off:
Three weeks of paid vacation
Paid Volunteer Time off
Employee Anniversary Awards such as PatientPop swag, birthdays off, a vacation stipend and additional PTO at anniversary milestones.

Professional Development:
PatientPopTalks - Speaker series that brings new conversations and discussion topics regarding technology, design, healthcare, business trends, etc.
PatientPop University
Employee and manager mentor program

Employee Wellness:
100% Fully paid health care, dental and vision plans for employees
Weekly wellness events including in office massages, meditation, yoga, pilates and more
Sponsored team sports like volleyball, softball, basketball and a running club

Office Perks:
Dog-friendly workplace; you can bring your best friend to the office (every day is a great day with our furry friends running around)
Weekly catered lunches
Kombucha and cold brew coffee on tap
Delicious snacks stocked daily, including local, organic produce
Flats of La Croix in every flavor

Team Building:
Team events including trivia night, board game night, baseball games, beach days
Community volunteer events including paid volunteer time off days
Ping pong tournaments (our CEOs play, too)
Regular themed company happy hours
Monthly birthday celebrations

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