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!
Are you a systems thinker who takes pride in building the infrastructure that makes customer success organizations run — and keeps them running at scale? AdvancedMD is entering a defining chapter. We are building a CS function that can support both our established enterprise motion and a new product-led offering launching this year. The Sr. Leader, Customer Success Operations will lead the function that makes both motions work — owning the technology stack, data infrastructure, playbooks, and reporting that our CS organization depends on every day.
This is a builder's role. You will inherit a function that needs to be rebuilt from the ground up, with the mandate, support, and autonomy to do it. You will report directly to the Chief Customer Officer and work closely with Product, Finance, Sales, Marketing, and Engineering on a regular basis. This role is equal parts strategy and execution — you will be expected to set the direction and see it through.
If you enjoy designing systems that scale, turning customer data into clear operational decisions, and building the operating rhythm that keeps a CS team focused on the right outcomes, we'd love to meet you.
Own the customer journey map and ensure the tools we use remove friction from that journey and produce reliable, consistent data
Partner with Product, Finance, Sales, Marketing, and Engineering to share customer data across the organization — this role is the connective tissue between CS and the rest of the business
Own the metrics that go up to the CCO, CFO, and Board — GRR, NRR, churn by segment, NPS, and time-to-value — and ensure they are accurate, consistent, and tell a clear story
Identify patterns in churn and expansion data and implement changes to address them — don't just surface the problem, fix it
Design the framework for digital touch workflows and consult with CS leaders on how to implement them — you set the standard for how we engage customers at scale, they execute it
Build the operating rhythm for the CS team: QBRs, account reviews, escalation protocols, and capacity modeling
Partner with the implementation team to continuously reduce time-to-value — identifying opportunities to automate steps in the process, leverage AI to personalize and accelerate onboarding, decrease dependency on live training through self-serve resources, and get customers to productive use faster
Build a culture of rigor, accountability, and continuous improvement
Act as a thought partner to the CCO on organizational design, headcount planning, and CS strategy
What You'll Need to Get the Job Done:
10+ years in Customer Success or a related function — with at least 3–4 years in an Ops-specific leadership role
Background in B2B SaaS; healthcare IT experience is a plus but not required
Hands-on experience evaluating and implementing CS platforms and a track record of building a technology stack that actually gets used
Proven track record building reporting infrastructure from scratch in high-growth or PE-backed environments
You think in systems — you see how data flows, where it breaks, and how to fix it
You know how to construct a customer journey map and use it as a practical tool — not just a slide in a deck
You have a clear point of view on how AI can improve CS operations — and you've either already applied it or are ready to
You can move between a Board-ready summary and a SQL query in the same afternoon
You are direct, organized, and comfortable operating with limited resources
You hold the line on data quality and process consistency even when it's inconvenient
You communicate clearly with non-technical stakeholders and don't hide behind complexity
You've built a CS Ops function from scratch before — and have the scars, playbooks, and wins to prove it
You obsess over the customer journey and naturally translate operational data into decisions that improve it
You can build a clean Board-ready deck yourself — not just direct others to do it — and you hold the bar high for every number that goes up the chain
You have a genuine passion for healthcare technology and an intuitive understanding of what drives churn and expansion in medical practice environments
You've worked in both high-growth and scaled CS environments and know how to adapt your operating model to match where the business is
You bring data to life — turning health scores, cohort trends, and churn signals into clear, actionable priorities that the CS team can act on
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 operational 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.
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.
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
RevOps Roles analysis
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AdvancedMD is a healthcare technology company providing cloud-based software for medical practices, including electronic health records (EHR), practice management, medical billing, and patient engagement tools. It primarily serves independent physician practices, mental health providers, and medical billing services in the United States.
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