Head of Customer Operations

On-site | BGC, Taguig – Manila Office | Nightshift: PST

Head of Customer Operations (Manila)

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...