Vice President Business Operations, Customer Success

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary

The Vice President, Business Operations - Customer Success will lead the operating strategy, analytics, planning, and performance management capabilities that enable the Customer Success organization to scale effectively and deliver strong customer and business outcomes. This executive role will translate complex data into actionable insights, strengthen operating discipline, improve forecasting and resource allocation, and build scalable processes and decision frameworks across Customer Success. The VP will partner closely with Customer Success, Sales, Marketing, Finance, and other enterprise teams to align priorities, improve organizational effectiveness, and drive measurable business impact. The role will also advance the use of AI, predictive analytics, and automation to improve decision speed, productivity, and operational scalability.

About the Team

The Customer Success Business Operations team enables the Customer Success organization to make better, faster, and more consistent business decisions. The team partners across Customer Success and the broader enterprise to deliver analytics, planning, performance management, operational improvement, and scalable business processes. Through strong data discipline, cross-functional partnership, and continuous improvement, the team helps leaders understand performance, allocate resources effectively, identify growth and efficiency opportunities, and improve customer outcomes.

Essential Job Responsibilities

• Lead Business Operations Strategy: Develop and execute the operating strategy for Customer Success, aligning organizational priorities, resources, and performance expectations with company objectives . Manage the Customer Success strategic initiative portfolio, translating strategy into executable work plans, milestones, dependencies, decision points, and clear executive accountability.
• Drive Enterprise Analytics: Lead Customer Success analytics capabilities that translate complex data into actionable insights, clear recommendations, and measurable improvements in business and customer outcomes.
• Own Integrated Business Planning and Performance Management : Connect strategy to annual and long-range operating plans, including budgeting, goal setting, capacity and headcount planning, and regularly review progress against operational, customer, and financial commitments. Lead capacity planning, productivity modeling, forecasting, resource allocation, operating reviews, and performance management across Customer Success.
• Translate Insights Into Action : Diagnose performance gaps, identify opportunities, and develop decision frameworks that enable leaders to take timely , data-driven action.
• Build Scalable Operating Infrastructure : Partner with business and technology leaders to translate operational requirements into scalable tools, workflows, dashboards, datasets, and automation that improve efficiency, standardization, data quality, and employee effectiveness.
• Align Cross-Functional Leaders : Partner with Customer Success, Sales, Marketing, Finance, and other teams to establish shared metrics, planning assumptions, priorities, and accountability.
• Advance AI and Automation : Apply AI, predictive analytics, and automation to improve forecasting, scenario planning, resource allocation, workflow efficiency, and decision-making.
• Lead Organizational Change : Drive adoption of new operating practices, tools, processes, and decision frameworks through strong executive influence and change leadership.
• Build High-Performing Teams : Develop business operations and analytics leaders and teams with strong technical depth, business judgment, commercial acumen, and executive influence required in an AI -first environment.

Additional Job Responsibilities

• Serve as a strategic advisor to Customer Success leadership, bringing an enterprise perspective to growth, efficiency, customer impact, and long-term value.
• Build executive confidence in Customer Success data by establishing strong analytical rigor, clear performance measures, and consistent reporting practices.
• Identify and implement process optimization opportunities that improve productivity, scalability, accountability, and organizational effectiveness.
• Develop scalable operating frameworks, governance models, and repeatable processes that evolve with business growth and complexity.
• Anticipate changes in healthcare technology, SaaS operating models, customer expectations, and analytics capabilities and translate them into operational priorities.
• Evolve team capabilities and ways of working as AI and automation change the nature of analytical and operational work.
• Support enterprise initiatives requiring Customer Success analytics, business planning, operational transformation, or cross-functional decision support.

Expected Education & Experience

• 12+ years of progressive experience in business operations, analytics, strategy, finance, or a related discipline, including significant senior leadership experience.
• Experience leading business operations and analytics functions within healthcare technology, SaaS, enterprise software, or another complex, data-driven organization.
• Proven success building enterprise-scale analytics capabilities and translating data into strategic decisions and measurable business outcomes.
• Strong experience with capacity planning, productivity modeling, forecasting, resource allocation, performance management, and business planning.
• Demonstrated success designing and implementing scalable processes, systems, tools, metrics, and operating mechanisms.
• Experience using advanced analytics, predictive modeling, AI, or automation to improve operational performance and executive decision-making.
• Strong cross-functional leadership skills, with demonstrated ability to influence senior executives and drive alignment across matrixed organizations.
• Demonstrated experience building, developing, and leading high-performing analytical and operational teams.
• Excellent executive communication and business judgment, with the ability to simplify complex analysis, communicate tradeoffs, and make recommendations when information is incomplete.
• Deep understanding of SaaS business models and customer-focused operating environments; healthcare technology experience strongly preferred.

Expected Compensation

$214,000 - $342,000 The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal-opportunity