Head of CSM & RevOps

Amplify is a leading technology company with award-winning SaaS products iFax (ifaxapp.com) and Fill (fillhq.com) serving the US healthcare market. Our iFax platform was recently awarded the #1 highest-rated online fax service, by G2.com!

Amplify is seeking an experienced Customer Success & Revenue Operations Leader with a strong background in U.S. healthcare and SaaS to elevate our team and drive Net Revenue Retention (NRR) from 99% to 130%. This fully remote role combines strategic leadership in Customer Success Management (CSM) and Revenue Operations (RevOps) to deliver exceptional value to our HIPAA-compliant customers while achieving substantial revenue growth.

As a key leader, you will collaborate closely with Product, Sales, and leadership teams to enhance Annual Contract Value (ACV), recover lost revenue, and create unparalleled customer experiences through data-driven strategies.

Key Responsibilities

• Data-Driven Strategy: Analyze customer and revenue data to uncover trends, identify opportunities, and implement strategies across CSM that drive NRR, ACV, and revenue expansion.
• Revenue Operations Leadership: Oversee RevOps functions within CSM to align retention, upsell, and expansion efforts with broader revenue goals. Optimize workflows for forecasting, reporting, and process improvement.
• Churn Prevention and Revenue Recovery: Develop proactive strategies to prevent churn, address at-risk accounts, and implement recovery workflows to re-engage lost or stagnant revenue.
• Customer Value Creation: Partner with customers to understand their workflows, pain points, and goals, delivering tailored solutions that improve their experience and drive measurable outcomes.
• Product Collaboration: Work closely with Product teams to identify and implement features that address customer needs, enhance value, and contribute to revenue growth.
• Proactive Engagement: Design and execute strategies for onboarding, engagement, and retention, ensuring high customer satisfaction and loyalty among HIPAA-compliant organizations.
• Leadership and Mentorship: Build and lead a high-performing CSM team, fostering a culture of accountability, growth, and customer-centricity.
• Monitor and Report: Track and report on key metrics such as customer health, upsell, churn, and product adoption, using insights to drive continuous improvement.
• Operational Excellence: Develop and refine scalable processes and tools that integrate RevOps best practices into CSM workflows to maximize efficiency and impact.
  
  

Qualifications

• Experience: 5+ years in customer success, revenue operations, or related roles within SaaS, with significant experience in the U.S. healthcare market.
• RevOps Expertise: Strong understanding of revenue analytics, forecasting, and operational workflows to align customer success with revenue goals.
• Analytical Mindset: Proven ability to analyze and interpret data, identify opportunities, and drive actionable strategies that impact NRR and ACV growth.
• Product Collaboration: Experience partnering with Product teams to align customer feedback with product enhancements and deliver measurable value.
• Customer-Centric: Deep understanding of customer workflows, pain points, and value drivers in HIPAA-compliant environments.
• Leadership: Demonstrated success in managing and scaling teams in a fast-paced, remote environment.
• Results-Oriented: A proven track record of driving retention, expansion, and revenue recovery initiatives.
• Technical Skills: Proficiency with tools like Salesforce, Gainsight, Looker, HubSpot, or other analytics and success management platforms
  
  

Why Join iFax?

• Drive meaningful growth and innovation in the healthcare SaaS space.
• Work closely with Product, Sales, and leadership teams to shape the future of secure document exchange.
• Join a remote-first, globally distributed team with a mission to deliver exceptional customer value.
  
  

If you’re passionate about using data and strategy to drive growth, align customer success with revenue goals, and deliver value through collaboration, we’d love to hear from you!

Note

• Amplify does not provide visa services as this is a fully remote role.
• Please apply only if you have experience in the U.S. healthcare industry.
• We are not working with agencies for this hiring process.