Customer Operations Manager

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

We're seeking a Customer Operations Manager who's eager to play a hands-on role in maintaining and optimizing customer success systems and programs that enable scalable, data-driven customer success. In this role, you’ll create and manage rules, health scores, playbooks, and journeys that help CSMs proactively identify risk and uncover growth opportunities. You’ll drive process improvements that reduce manual effort and boost team efficiency. You’ll also be a go-to resource for system troubleshooting, process documentation, and enablement-ensuring Customer Success (CS) team members are equipped to work effectively and confidently. This highly cross-functional role requires close collaboration with Product, Marketing, Sales, CS, and other Revenue Operations teams.

This role is based in our Mexico City center of excellence and offers an exciting opportunity for a current Customer Operations professional to grow and develop as we support our customer success teams. You’ll collaborate daily with our U.S.-based marketing, revenue, and operations leaders.

What You’ll Be Doing:

• Lead the creation, development, and initiation of automation within Gainsight, developing playbooks, programs, and success plans that translate CSM best practices into scalable workflows

• Drive the tracking of customer success metrics across the customer lifecycle, developing reporting & dashboards that provide leadership the insights needed to maximize the retention and growth of our customers

• Design and implement scalable processes and best practices for maintaining and troubleshooting key CS systems, including Gainsight CS, Community, Staircase, and Kantata, to optimize operational efficiency and resolve complex issues that span multiple interrelated disciplines

• Serve as the senior escalation point and subject-matter authority for CS systems, guiding root-cause resolution and shaping how issues are triaged going forward

• Define and monitor key performance indicators (KPIs) for customer operations across the end-to-end customer lifecycle, ensuring alignment with overarching company goals and directing improvements that reduce manual effort organization-wide

• Utilize data analytics techniques, including Voice-of-the-Customer programs such as NPS and CSAT, to uncover insights and opportunities for operational enhancement, driving strategic decision-making from design through executive reporting and action planning

• Drive the CS knowledge base strategy (SOPs, tutorials, and FAQs) as part of scalable processes and best practices that optimize operational efficiency and documentation quality org-wide

• Lead the design and implementation of scalable one-to-many customer programs via Journey Orchestrator in partnership with Digital Experience, fostering innovation and adaptability across initiatives

• Lead cross-functional collaboration with Revenue Enablement and other teams to shape training strategy for CS systems, processes, and tools, ensuring seamless customer service delivery and attainment of business objectives

What You Bring:

• 8+ years of related experience in Customer Success, Customer Support, Professional Services, or Customer Operations (or 6+ years with an advanced degree in a related field)

• Advanced, in-depth expertise with Gainsight; strong working knowledge of Salesforce

• Advanced proficiency in Excel and data analytics techniques to uncover insights and inform strategic decision-making

• Strong analytical thinking and problem-solving skills, with in-depth professional knowledge to resolve complex problems and understand the interrelationships across CS, Product, Marketing, Sales, and Revenue Operations disciplines

• Enthusiasm for AI and its potential to drive meaningful impact

• Proven ability to determine methods and procedures on new assignments and pursue the courses of action necessary to achieve desired outcomes with minimal oversight, exercising sound judgment in selecting methods, techniques, and evaluation criteria, and may coordinate the work of other team members as needed

• Strong interpersonal and networking skills to collaborate effectively with key stakeholders outside your own area of expertise, both internally and externally

• Self-starter who can direct initiatives independently while also thriving in a team environment

• Experience at a fast-paced SaaS startup is a plus

How You Will Use AI:

• Direct the use of AI-powered analytics within Gainsight to shape risk and expansion strategy org-wide, guiding how CSMs prioritize outreach

• Guide the team's use of generative AI to design and refine health score rules and playbooks, setting standards for how AI is applied across CS operations

• Establish AI-assisted documentation practices so SOPs, tutorials, and FAQs stay current at scale as systems and processes evolve org-wide

• Use AI to synthesize NPS/CSAT and support ticket trends into executive-ready insights and recommended strategic actions

• Direct the use of AI-based diagnostics to resolve complex, cross-system issues and inform longer-term system architecture decisions

Perks & Benefits We Offer:

• Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration

• Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family

• Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)

• Take advantage of extra perksand benefits, including a savings fund, monthlyteleworking allowance, grocery vouchers, and travel insurance

• In addition to the minimum days off required by law, our Flexible Time Off programgives you extra time to enjoy the things you love

• Join a mission-driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the Best Places to Work in Los Angeles (2022, 2023, 2024, 2025), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). Our team in Mexico was recognized as a Great Place to Work and Best Place to Code in 2026. We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies.

TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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