Leader, Customer Success Operations: Adoption & Experience — South Jordan, UT
AdvancedMD — South Jordan, UT
AdvancedMD lists this role in South Jordan, UT.
Stated in the posting
Experience: 8+ years
AdvancedMD
AdvancedMD is a unified cloud suite of medical office software hosted on Amazon Web Services/AWS including practice management, electronic health records, and patient engagement, and offers managed medical billing services for independent practices. AdvancedMD serves an expansive national footprint of 65,000 practitioners across 14,000 practices and 900 independent medical billing companies. 8.8M insurance claims are processed every month on the AdvancedMD billing platform!
Role Summary
Are you a customer-obsessed leader who sees the whole journey and knows how to turn what customers tell you into changes that help them succeed? AdvancedMD is entering a defining chapter. We are building a customer success organization that can support both our established enterprise motion and a new product-led offering launching this year. The Leader, Customer Success Operations Adoption & Experience will hold the end-to-end view of how our customers move from sale to full adoption, owning the customer journey map and insights, the voice-of-the-customer program, and the Enablement team.
This is a builder's role that leads through insight and influence. You will turn customer signals into clear recommendations and partner with the line leaders who run each stage of the journey, defining adoption milestones with CS leaders, shaping playbooks and engagement levels with CSM leadership, improving time-to-value and efficiency with Implementation leadership, and informing digital customer success with the CSM onboarding team. You will report to the Sr. Director, Customer Success Operations and work closely with Product, Marketing, Support, BI, and CS Systems on a regular basis. This role is equal parts strategy and execution: you will be expected to set the direction and roll up your sleeves to see it through. In collaboration with those leaders, you will be accountable for measurable improvement in adoption, time-to-value, and gross revenue retention across our post-sale customer base.
If you enjoy mapping the customer experience, turning feedback and data into decisions, and building education that helps customers get productive faster, we'd love to meet you.
Essential Job Duties
Customer Journey & Insights:
Own the end-to-end post-sale customer journey map, covering implementation, first-year onboarding, long-term CSM ownership, and support — and use it as a practical tool, not a slide in a deck
Identify where customers stall and bring those findings to the leaders who own each stage — don't just surface the problem, help drive the fix
Define adoption milestones and key customer moments in partnership with CS leaders, so every team works toward the same picture of an adopted customer
Partnership Across the Customer Lifecycle:
Partner with CSM leadership on lifecycle playbooks and the right level of engagement by segment, providing the journey insight, VoC findings, and data that help CSM teams succeed
Partner with Implementation leadership to reduce time-to-value — identifying friction, recommending efficiency improvements, and determining where automated or self-serve training can replace manual effort
Shape digital customer success with the CSM onboarding team, who runs the program — you contribute journey insight, adoption milestones, and content
Apply AI and automation to scale the team's impact, partnering with CS Systems to avoid duplicated tools and effort
Enablement:
Lead the Enablement function across four audiences: customers, Professional Services, CSMs, and Support
Shift the team from request-driven training to proactive education tied to journey gaps, product releases, and regulatory changes
Work in partnership with instructional design, technical writing, and video teams to deliver content and programs at scale
Voice of the Customer:
Build and run the voice-of-the-customer program with Product, Marketing, Support, and other departments
Share insights across the organization so decisions reflect the customer experience
Reporting & Analystics:
Define and report adoption and experience metrics, and shape the customer health score, in collaboration with CS leaders, BI, and CS Systems
Connect outcomes to GRR and present results and recommendations to the Sr. Director, Customer Success Operations
Team Leadership:
Lead and develop the team, directly managing the Enablement team and the Program Manager, Customer Journey & Insights
Build a culture of rigor, accountability, and continuous improvement
What You'll Need to Get the Job Done:
8+ years of progressive experience in customer success, customer experience, customer education, or related post-sale functions — with at least 3 years in a people leadership role (Director-level candidates typically bring 10+ years of experience and 5+ years of people leadership)
Background in B2B SaaS or healthcare technology
Bachelor's degree in Business, Communications, Education, or a related field required; equivalent experience considered. Advanced degree preferred
Proven success designing and scaling a digital or tech-touch customer success program that measurably improved adoption or retention
Experience mapping an end-to-end customer journey and driving improvements through the teams that own each stage
Track record leading customer education or enablement teams that produced content and programs at scale
Experience building or running a voice-of-the-customer program and turning qualitative and quantitative feedback into action
Data fluency — you can define metrics, frame analytical questions, interpret results, and direct analysts — and you know how to tie program outcomes to GRR, NRR, and time-to-value
Strong executive communication and cross-functional influence skills, including with Product, Marketing, and Sales leadership, without direct authority
You can operate as both a strategic leader and a hands-on builder during periods of organizational change
You communicate clearly with non-technical stakeholders and don't hide behind complexity
What Will Make us LOVE You
You have hands-on experience with CS platforms (e.g., Planhat, Gainsight) and digital adoption platforms (e.g., Pendo) at a program-ownership level
You have applied AI to content creation, customer feedback analysis, or customer engagement at scale — and have a clear point of view on where it helps most
You've built a function from an early stage before, including defining roles and headcount needs
You bring hands-on analytical skills (e.g., SQL, BI tools, advanced Excel) or hold a certification in customer success or customer experience (e.g., CCXP)
You have a background in healthcare technology, practice management, or EHR software, with an intuitive understanding of what drives adoption and churn in medical practices
You obsess over the customer journey and naturally translate customer feedback and operational data into decisions that improve it
You lead with clarity and calm in ambiguous environments, and the teams around you — from Product to Sales to the C-suite — trust you as a true partner
Life at AdvancedMD: The BURST Way to Be - Learn more about our Company culture.
Be Intentional – We act with clarity, focus, and purpose in everything we do.
Urgency with Purpose – We move fast on what matters and deliver meaningful results.
Respect Always – We lead with integrity, value every voice, and build each other up.
Strive for Greatness – We set high standards, embrace innovation, and never stop improving.
Together with Clients – We collaborate deeply, build trusted partnerships, and win as one team.
About AdvancedMD
AdvancedMD, now part of the Francisco Partners (“FP”) portfolio, revolutionized medical office software in 1999 with the introduction of the industry’s first true cloud solution. Today, the company continues to lead HealthTech innovation with a complete cloud suite of smart applications that work in unison, accelerating collaborative workflow for every role of the practice. With AdvancedMD, medical office staff are empowered to thrive in the online age of healthcare and value-based reimbursement with essential clinical, financial, patient engagement and reputation management applications that are unified and available anytime, anywhere on any device. AdvancedMD strives to be the technology heartbeat of healthcare for providers, patients, and payors for a healthier world. For more information on AdvancedMD, please visit www.advancedmd.com.
Work Environment
While Hybrid is our preferred approach company-wide, work arrangements vary by team and role. Many positions offer meaningful remote work opportunities based on individual performance, team structure, and alignment with role KPIs. Certain teams, however, require a Full In-Office presence due to the nature of their work or collaboration needs.
Specific expectations for this role will be discussed during the interview process.
What We Offer:
Competitive compensation and total rewards benefits
Comprehensive health, dental, and vision insurance
401(k) with generous company match
Paid time off and holidays
Hybrid and remote work opportunities
Career growth and development support
Collaborative, team-oriented culture
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