SVP, Customer Success and Operations

Other Positions

Remote

May 29, 2026

Application ends: August 27, 2026

Job Description

REQUIREMENTS

15+ years of progressive experience in Customer Success, Operations, or related functions within enterprise SaaS, healthcare IT, or data/analytics companies.
10+ years in a VP or SVP-level role with direct P&L or budget accountability and oversight of 50+ person organizations.
Demonstrated success improving net revenue retention, reducing churn, and scaling post-sale functions in high-growth environments.
Proven experience leading process engineering or operational excellence initiatives using Lean, Six Sigma, or equivalent frameworks.
Strong executive presence with the ability to engage C-suite clients, board members, and private equity stakeholders.
Track record of leading organizations through platform migrations, product transitions, or post-acquisition integrations preferred.
Hands-on experience with CS platforms (Gainsight, Totango, or equivalent), CRM systems (Salesforce), and BI/analytics tools preferred.
Bachelor’s degree required; MBA or advanced degree in Business, Operations, or a related field preferred.

RESPONSIBILITIES

Own the end-to-end customer success lifecycle from onboarding through renewal and expansion, with accountability for net revenue retention (NRR) and gross retention targets.
Build and lead a high-performing Customer Success organization inclusive of CSMs, implementation leads, and solution consultants aligned to Inovalon’s enterprise and mid-market segments.
Develop and operationalize health scoring, early warning systems, and proactive engagement models to reduce churn and identify expansion opportunities.
Partner with Sales and Product leadership to ensure seamless handoffs, feedback loops, and coordinated account strategies.
Oversee day-to-day service delivery operations, including client data onboarding, platform configuration, analytics delivery, and ongoing support.
Establish and manage operational KPIs and SLAs across all post-sale functions.
Lead operational planning, capacity modeling, and resource allocation to support growth without proportional headcount increases.
Drive cross-functional alignment between Engineering, Product, and Client Services on incident management, release readiness, and platform stability.
Stand up and lead function responsible for mapping, measuring, and optimizing core business processes across the client lifecycle.
Identify bottlenecks, reduce cycle times, and improve quality in onboarding, data integration, and analytics delivery.
Champion automation and tooling investments that reduce manual effort and increase scalability, partnering with Technology on build-vs-buy decisions.
Institute a culture of continuous improvement with regular retrospectives, root cause analysis, and measurable process improvement targets.
Build, mentor, and retain a world-class leadership team across Customer Success, Operations, and Process Engineering.
Represent Customer Success and Operations at the executive level, providing regular updates to the President & COO on performance, risks, and strategic initiatives.
Collaborate with the executive team on strategic planning, M&A integration, and new product go-to-market motions.
Foster a client-obsessed, data-driven, and operationally rigorous culture throughout the organization.
Maintain compliance with Inovalon’s policies, procedures, and mission statement.
Adhere to all confidentiality and HIPAA requirements in accordance with our client’s Operating Policies and Procedures.
Fulfill additional responsibilities reasonably assigned to support the operational and financial success of Inovalon.