Head of Customer Operations

Head of Customer Operations (Manila)
On-site | BGC, Taguig – Manila Office | Nightshift: PST
As the
Head of Customer Operations
, you will lead and develop a team of
15–20 Clinical Customer Success Owners (dentist CSMs)
responsible for managing the
end-to-end customer journey
, from
onboarding through renewal
.

This leadership role is pivotal in driving operational excellence, customer satisfaction, and revenue growth. You will design and scale efficient processes, ensure exceptional customer experiences, and align cross-functional teams to achieve measurable business impact.

What You'll Do
Customer Journey Leadership

• Own the full post-sale customer lifecycle: onboarding → adoption → retention → expansion.
• Drive measurable improvements in Net Revenue Retention (NRR), churn reduction, and customer satisfaction (NPS).
• Develop and implement Customer Success playbooks for both Product-Led Growth (PLG) and enter...