Customer Operations Lead
Heidi
Sydney
3 weeks ago
Customer Operations Lead
Heidi is seeking a Customer Operations Lead to scale Customer Success operations. The role combines operations, data, and systems to improve customer-facing workflows, with a focus on building dashboards, refining processes, and driving operational projects. Requires experience in Customer Operations or similar roles in SaaS or healthcare.
Remote
Full-time
Entry Level
HubSpot
Intercom
Salary
Not specified
Core Qualifications
Soft Skills
analyticalsystems-thinkingcommunicationbias for actionproblem solvingownershipcross-functional collaborationinfluenceoperational execution
Tools (Must-have)
HubSpotIntercom
Key Responsibilities
- Build operational visibility: define and track metrics, build dashboards and reporting.
- Improve customer workflows: design processes across onboarding, implementations, support handoffs, escalations, nurture, upsell, and renewals.
- Create leverage for customer-facing teams: reduce manual work through automation, AI, and tooling improvements.
- Partner cross-functionally with Sales, RevOps, Data, Product, Engineering, and Support.
- Drive operational execution: move strategic initiatives forward.
- Improve systems and tooling: partner to improve HubSpot, Intercom, and reporting systems.
- Build scalable operating rhythms: establish standards, reporting cadences, playbooks, and processes.
Customer OperationsCustomer SuccessOperationsSaaSHealthtechRemoteFull-timeSydneyAustraliaRevOps