What are the responsibilities and job description for the Head Of Operations & Customer Success - AI HealthTech EHR Platform position at Three Pillars Recruiting?
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Head of Operations/Customer Success
Seeking an operational leader who owns the process—designing, executing, and optimizing every aspect of how we scale. This is not a maintenance role; this is a builder role. The Head of Operations/Customer Success will take full ownership of operations, customer success, support, and internal infrastructure, ensuring that we scale efficiently without bottlenecks.
The Role
The Head of Operations/Customer Success is responsible for owning and executing the operational strategy that enables rapid scaling and sustainably. This includes leading and optimizing customer success, support, internal workflows, and cross-functional execution. The Head of Operations/Customer Success ensures that every system, team, and process runs efficiently—owning the infrastructure that powers our growth. This role requires a hands-on leader who thrives in high-growth environments, knows how to build and scale teams, and ensures that nothing gets in the way of execution.
Key Responsibilities
Head of Operations/Customer Success
Seeking an operational leader who owns the process—designing, executing, and optimizing every aspect of how we scale. This is not a maintenance role; this is a builder role. The Head of Operations/Customer Success will take full ownership of operations, customer success, support, and internal infrastructure, ensuring that we scale efficiently without bottlenecks.
The Role
The Head of Operations/Customer Success is responsible for owning and executing the operational strategy that enables rapid scaling and sustainably. This includes leading and optimizing customer success, support, internal workflows, and cross-functional execution. The Head of Operations/Customer Success ensures that every system, team, and process runs efficiently—owning the infrastructure that powers our growth. This role requires a hands-on leader who thrives in high-growth environments, knows how to build and scale teams, and ensures that nothing gets in the way of execution.
Key Responsibilities
- Own Operational Execution: Build and optimize scalable, repeatable, and automated processes to drive growth and efficiency.
- Own Customer Success & Support: Develop and oversee teams that ensure frictionless onboarding, retention, and long-term value for customers.
- Own Scalability & Infrastructure: Design the internal workflows, automation, and systems that eliminate inefficiencies and enable scale.
- Own Product & GTM Alignment: Ensure seamless execution between Product, Engineering, and Sales teams to accelerate growth.
- Own Data & Performance: Take full responsibility for key SaaS metrics (MRR, NRR, CAC, LTV, churn) and drive decisions based on performance data.
- Own Process Optimization: Identify bottlenecks, remove obstacles, and ensure every part of the business operates at peak efficiency.
- Own Team Leadership & Growth: Recruit, develop, and lead high-performing teams across operations, support, and customer success.
- Own Stakeholder Communication: Provide the CEO, board, and investors with clear, actionable operational insights and execution strategies.
- SaaS & AI Operations Expertise: 5 years of operational leadership experience in a high-growth SaaS or AI-driven company.
- Proven Track Record in Scaling: Experience in owning and executing operational strategies that scale a company from early-stage ($1M ARR) to significant growth.
- Customer Success & Support Leadership: Built and led customer success and support teams that drive adoption, retention, and expansion.
- Strong Process & Execution Mindset: Ability to create, implement, and refine operational processes that enable efficient growth.
- Data-Driven Decision Making: Deep understanding of SaaS metrics and the ability to make performance-driven decisions.
- High-Growth Startup Experience: Comfortable in fast-moving, high-impact environments where speed and efficiency are critical.
- Ownership Mentality: A leader who takes full responsibility, builds with urgency, and drives execution without red tape.
- Full Ownership & Impact: Be the key driver of growth, owning the process from strategy to execution.
- Build Something Scalable: Architect the systems, teams, and processes that will define the company’s next stage of growth.
- High Autonomy & Fast Execution: No bureaucracy—just results. We empower leaders to own decisions and move fast.
- Competitive Compensation & Equity: Your success in driving the team forward will be rewarded.
