Customer Success Operations Lead

Customer Success

Full-time

Hybrid

About Ritten

Ritten is building the next generation of Electronic Health Records (EHR) and practice management tools forBehavioral Health providers. We empower clinicians and admin teams with intuitive software that simplifies caredelivery, improves outcomes, and supports sustainable growth. Backed by top-tier investors, we’re scaling quicklyand on a mission to transform behavioral health.

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Role Overview

We're hiring a Customer Success Operations Lead. You’ll be the engine behind how our CS org runs and scales.Reporting to the VP of Customer Success, you'll sit at the intersection of people, process, and technology, designingthe systems, automations, and tooling that power a world-class customer experience. You'll partner with Sales, CS,and Product to ensure a seamless customer journey from onboarding through renewal.

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What You'll Do

• Build and own the CS operational infrastructure, including onboarding workflows, health scoring, renewaltracking, and escalation playbooks.
• Design and deploy automations using AI and no-code/low-code tools (e.g., Zapier, n8n, etc.) to reducemanual lift and scale team output.
• Own the CS tech stack, implement and optimize tools across CRM, customer success platforms, andanalytics.
• Define dashboards and metrics that give leadership real-time visibility into customer health, churn risk, and adoption.
• Partner with Sales on clean handoffs and with Product to close the feedback loop between customerinsights and the roadmap.
• Develop SOPs and enablement resources that help the CS team operate consistently at scale.

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What We're Looking For

• 3+ years in CS Operations, Revenue Operations, or a similar SaaS function.
• Deep passion for automation and AI. You actively build workflows and know how to leverage tools tomultiply team output.
• Hands-on experience with automation platforms and AI-powered tooling.
• Strong analytical mindset. You’re comfortable with data, dashboards, and turning insights into action.
• Strategic thinker who can zoom out to see the big picture and zoom in to execute the details.
• Comfortable in a fast-paced startup where ownership is broad and priorities shift quickly.
• Bonus: Experience in healthcare, behavioral health, or other regulated industries.

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Why Join Us

As our first CS Operations Lead, you'll build from the ground up. You’ll establish systems and standards that definehow Ritten serves customers for years to come. If you love building things that scale and want your work to impactbehavioral health, this is the role for you.

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Location/Work Policy

Remote-friendly hybrid. Preference for candidates near Philadelphia, Denver, or NYC with an expectation of ~1–2days per week in-office.