Head of Customer Operations at Evisort

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Dental, SaaS, TechnologyIndustries

Requirements

Proven experience owning churn and NRR metrics with demonstrable business impact
Strong track record in building and scaling Customer Operations or Customer Success frameworks for SMB and enterprise clients
Expertise in onboarding optimization, process improvement, and time-to-value reduction
Executive-level communication and relationship management skills
Experience within the dental, healthcare technology, or B2B SaaS industries is a strong advantage
Strategic, data-driven thinker with excellent operational management and analytical skills
Empathetic, customer-first mindset paired with strong commercial acumen and leadership capability

Responsibilities

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 enterprise accounts
Build scalable onboarding and engagement processes to shorten Time-to-Value (TTV) and enhance adoption
Lead Quarterly Business Reviews (QBRs) and renewal discussions with enterprise clients and Dental Service Organizations (DSOs)
Partner with Product and Engineering teams to establish customer feedback loops that inform product improvements
Collaborate with Operations, Support, and Sales to streamline escalation handling, improve efficiency, and drive account growth
Design and implement structured communication channels to ensure consistency and transparency in customer interactions
Champion the voice of the customer across the organization to ensure strategic alignment and long-term retention
Build, coach, and mentor a high-performing Customer Operations team with a focus on ownership, accountability, and growth
Define clear KPIs, dashboards, and reporting structures to monitor customer health and operational performance
Implement systems and tools to scale Customer Operations globally while maintaining service quality
Foster a data-driven, customer-centric culture that promotes continuous improvement and innovation

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipPerformance ManagementCustomer Journey ManagementOnboardingNet Revenue RetentionChurn ReductionNPSQuarterly Business ReviewsQBRsProduct-Led GrowthPLGCustomer Feedback LoopsKPIsDashboards

Questions & Answers

Common questions about this position

What is the work location and schedule for this role?

The position is on-site at the BGC, Taguig – Manila Office and requires a nightshift schedule aligned with PST.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What key experiences and skills are required for the Head of Customer Operations role?

Candidates need proven experience owning churn and NRR metrics, a strong track record in building and scaling Customer Operations or Success frameworks, expertise in onboarding optimization and process improvement, executive-level communication skills, and strategic data-driven thinking.

What kind of team will I be leading in this role?

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.

What makes a strong candidate for this Head of Customer Operations position?

A strong candidate has experience in the dental, healthcare technology, or B2B SaaS industries, an empathetic customer-first mindset with commercial acumen, and demonstrated leadership in driving business impact through customer operations.

Evisort

AI-powered contract analytics and management

About Evisort

Evisort provides AI-powered contract analytics and lifecycle management services to help businesses manage their contracts more efficiently. The company's technology has been trained on over 11 million contracts, allowing it to analyze a vast amount of contract data with high accuracy. This capability enables clients to search and review contracts significantly faster, reportedly improving efficiency by over 93%. Evisort serves a diverse range of clients, including sales operations directors, CFOs, and legal operations directors from various industries, helping them focus on closing deals instead of dealing with paperwork. Unlike traditional contract management solutions, Evisort's services also provide insights into contractual security risks and streamline vendor audits. The goal of Evisort is to protect and accelerate its clients' businesses by reducing the time spent on contract management and minimizing risks.

San Mateo, CaliforniaHeadquarters

2016Year Founded

$151.4MTotal Funding

SERIES_CCompany Stage

Data & Analytics, AI & Machine Learning, LegalIndustries

51-200Employees

Benefits

Unlimited PTO

Medical, dental, & vision

Remote-first work

Holiday shutdown

Wellness resources

Team events

Risks

Workday acquisition may disrupt existing client relationships and service delivery.

Partnership with Icertis may create conflicts of interest affecting market positioning.

Document X-Ray(TM) may face adoption resistance or technical issues impacting satisfaction.

Differentiation

Evisort uses AI to analyze over one billion contract data points accurately.

Evisort's Document X-Ray(TM) offers unprecedented visibility into contract agreements.

Evisort's AI technology transforms legal challenges into strategic opportunities for businesses.

Upsides

Evisort's acquisition by Workday enhances platform capabilities and customer base.

Partnership with Icertis could lead to innovative solutions and market expansion.

Recognition as a 'Top Performer' highlights strong market position and customer satisfaction.

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