Customer Operations Lead
Heidi
Melbourne
3 weeks ago
Customer Operations Lead
Heidi is building an AI Care Partner for clinicians and seeks a Customer Operations Lead to scale Customer Success operations. This hands-on role involves building dashboards, improving workflows, and partnering cross-functionally in a hybrid work environment based in Melbourne, Australia. The ideal candidate has experience in Customer Operations or RevOps in SaaS or healthcare.
Hybrid
Full-time
Entry Level
HubSpot
Intercom
Salary
Not specified
Core Qualifications
Soft Skills
analyticalsystems-thinkingcommunicationinfluenceownershipbias for actionproblem-solvingcross-functional collaborationstructure and clarityadaptability
Tools (Must-have)
HubSpotIntercom
Key Responsibilities
- Define and track metrics across the customer lifecycle; build dashboards and reporting
- Design and improve operational processes across onboarding, implementations, support handoffs, escalations, nurture, upsell, and renewals
- Identify operational inefficiencies and reduce manual work through workflows, automation, AI, reporting, and tooling
- Partner with Sales, RevOps, Data, Product, Engineering, and Support to improve systems and customer visibility
- Drive operational initiatives with structure, follow-through, and accountability
- Partner with Customer Systems to improve tools like HubSpot, Intercom, and reporting systems
- Establish operational standards, reporting cadences, playbooks, and team workflows
Customer OperationsCustomer SuccessRevOpsHealthtechHybridMelbourneOperationsDashboardsWorkflowsScale