Head of Customer Operations

Head of Customer Operations (Manila)
On-site | BGC, Taguig – Manila Office | Nightshift: PST
As the
Head of Customer Operations
, 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
, from
onboarding through renewal
.

This leadership role is pivotal in driving operational excellence, customer satisfaction, and revenue growth. You will design and scale efficient processes, ensure exceptional customer experiences, and align cross-functional teams to achieve measurable business impact.

What You'll Do
Customer Journey Leadership

• 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).

Operational Excellence & Cross-Functional Collaboration

• 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.

Team Leadership & Performance Management

• 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.

What You'll Bring

• 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.

Why Join Us

• Meaningful Impact: Contribute to transforming global dental care through technology and innovation.
• Leadership Opportunity: Build and scale a world-class Customer Operations function in a fast-growing, AI-driven organization.
• Collaborative Culture: Join a dynamic, mission-driven team that values trust, ownership, and growth.
• Comprehensive Benefits: Competitive salary, performance-based bonuses, health and life insurance, generous PTO, and professional development opportunities.

About Nimbyx / EviSmart
Nimbyx and EviSmart are redefining what's possible in digital dentistry. Through
AI-powered workflow automation
and
CAD design outsourcing
, we help dental labs and clinicians in over 26 countries deliver smarter, faster, and better care.

Our mission is built on
customer trust
— and we're looking for an exceptional leader to elevate that trust into long-term partnerships and sustainable growth.

Ready to Shape the Future of Customer Operations?
If you are a strategic leader with a passion for building exceptional customer experiences, we invite you to join us.

Apply now and lead the next phase of customer excellence at Nimbyx / EviSmart.