Head of Client Operations at Sage

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Senior Care, TechnologyIndustries

Requirements

Minimum Qualifications
5+ years leading and managing customer success teams and 5+ years of experience in customer success, account management, or related post-sales functions
Proven track record of building, scaling, and coaching high-performing CS organizations in a B2B SaaS environment
Strategic operator with a hands-on mindset, capable of balancing long-term planning with day-to-day execution in a fast-paced, high-growth environment
NYC-based with the ability to travel ~once-a-month to client sites across the U.S
Demonstrated commitment to Sage’s mission to improve care for older adults and their caregivers
Preferred Qualifications
10+ years of total professional experience in customer success, account management, or related post-sales functions
Demonstrated expertise in executive stakeholder management, data-driven decision making, building scalable processes, and driving measurable customer outcomes

Responsibilities

Own client outcomes post implementation by defining clear success metrics, measuring performance, and building the processes and tools needed to drive improvements in caregiver response times, resident safety, satisfaction, and revenue impact
Lead and develop a high-performing Client Success team by setting clear goals, providing coaching, and creating scalable playbooks that drive adoption, engagement, and expansion readiness
Partner closely with Sales and Growth teams to translate customer outcomes into account expansion opportunities and align on strategies that maximize long-term customer value
Serve as the voice of the customer by synthesizing feedback and usage insights into actionable recommendations that influence product priorities and operational decisions
Own executive relationships with senior stakeholders and help CSMs lead strategic business reviews, communicate impact, and demonstrate the value Sage delivers to their organizations

Skills

Key technologies and capabilities for this role

Client SuccessCustomer Success ManagementTeam LeadershipStrategic PlanningAccount ExpansionRevenue GrowthCross-functional CollaborationScalable PlaybooksImplementationSenior Living Operations

Questions & Answers

Common questions about this position

What is the salary or compensation for the Head of Client Success role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills and experience are required for this role?

The role requires hands-on strategic leadership, experience leading and developing high-performing teams, partnering with sales and product teams, and managing executive relationships with senior stakeholders.

What is the company culture like at Sage?

Sage is a small, tight team of ambitious, multi-disciplinary entrepreneurs in a software-enabled, mission-driven company that works hard and fast while treating the journey as a marathon, not a sprint.

What makes a strong candidate for the Head of Client Success position?

Strong candidates are hands-on strategic leaders who thrive in fast-moving, mission-driven environments, are comfortable shaping long-term strategies for enterprise customers and solving complex challenges, and can build scalable playbooks while serving as the voice of the customer.

Sage

Care platform for senior living communities

About Sage

Sage provides a care platform aimed at improving support for residents in senior living communities. The platform allows care teams to collect valuable data, which helps them gain insights to enhance their performance and the overall outcomes of the community. By focusing on the roles of caregivers and the well-being of residents, Sage offers tools that measure and improve care quality and operational efficiency. Unlike many competitors, Sage operates on a subscription-based model, ensuring ongoing access to its services for senior living communities. The main goal of Sage is to optimize care delivery and enhance the living experience for seniors.

New York City, New YorkHeadquarters

2020Year Founded

$57.4MTotal Funding

SERIES_BCompany Stage

Data & Analytics, HealthcareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Stock Options

Unlimited Paid Time Off

Paid Holidays

Flexible Work Hours

Risks

High caregiver turnover rates may impact Sage's service quality.

Rapid expansion across 26 states could strain operational capabilities.

Dependence on continuous funding rounds poses financial risks if funding becomes challenging.

Differentiation

Sage is the first cloud-based operations system in the senior living space.

The platform reduces staff turnover by an average of 20% in communities using Sage.

Sage decreases caregiver response times from 20 minutes to under 8 minutes.

Upsides

Sage raised $35 million in Series B funding to expand its reach.

The platform captures essential data, helping identify health anomalies and improve care.

Sage's AI-driven analytics anticipate health issues, reducing emergency interventions.

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