How Remoteville checks and expires listings
Head of Customer Success & Operations
Skills
Software As A ServiceAirline TicketingContextCustomer SuccessDispositionsHealthcareSensitivity
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 7 to 10 years in customer success
- Experience as first CS hire or built CS from scratch at a SaaS company
- Experience hiring and building a CS team
- Healthcare adjacent experience preferred
- PHI fluent with strong HIPAA knowledge
- Player coach who enjoys direct customer support and building systems
- Experience with CS platforms ticketing systems and AI assisted support tools
- Strong verbal and written communication skills
- Comfortable making judgment calls in ambiguous situations
- Highly fluent with AI tools in daily workflow
Nice to have
- Healthcare adjacent experience
- Mental health background
- Clinical workflow familiarity
- Content strategy mindset
- Systems thinking
- Empathy
- Professionalism
- Ambiguity tolerance
- AI fluency
- Strategic vision
Day to day
- Lead the customer success and operations function for an innovation team in a highly hands-on role
- Personally onboard and support every provider in the initial alpha cohort and handle inbound questions manually during the first 6 to 8 weeks
- Build scalable CS strategy PHI protocols AI knowledge base and long term team infrastructure while documenting playbooks in real time
- Own AI support content quality escalation routing and provider communication standards with strict HIPAA compliance
Hiring process
- Apply through Greenhouse
- Phone screening may be recorded and transcribed
- Video interview may be recorded and transcribed