Ritten is building the next generation of Electronic Health Records (EHR) and practice management tools for Behavioral Health providers. We empower clinicians and admin teams with intuitive software that simplifies care delivery, improves outcomes, and supports sustainable growth. Backed by top-tier investors, we’re scaling quickly and on a mission to transform Behavioral Health.
We're hiring a CS Operations Manager to serve as the operational backbone of our Customer Success organization. This is a high-impact individual contributor role that sits at the intersection of people, process, and technology. You'll report directly to the Head of Customer Success and work closely with our Account Management, Implementation, Support, Finance, and Product teams.
The CS Operations Manager is the person who makes the entire CS org run better. You'll own the tools, the data, the processes, and the documentation that our team depends on every day. You'll be the one who spots where things are breaking down, builds the system to fix it, writes the SOP to make it repeatable, and measures whether it worked.
This role requires someone who is equally comfortable building a customer health scoring model in Vitally, designing a renewal playbook, writing a clear standard operating procedure, and presenting forecast data to leadership. If you get energy from turning ambiguity into a system, and from making the people around you measurably more effective, this is the role for you.
You'll own our CS tool ecosystem including Vitally, HubSpot, and any adjacent integrations. That means managing configuration, evaluating new capabilities, identifying what to cut, and making sure our tools are working together so Account Managers aren't working around them. You'll build and maintain the SOPs that govern how each tool is used, onboard new team members to those systems, and stay sharp on where the CS software market is heading by regularly connecting with vendors and exploring what's new.
You'll design and maintain our customer health framework inside Vitally, deciding which signals matter most including product usage, support volume, NPS trends, sentiment, and last meaningful contact. You'll write the SOPs that define how health scores are interpreted and acted on by the AM team, build toward a predictive model that surfaces at-risk accounts before renewal season, and ensure the underlying data is clean, documented, and trusted across the org.
Renewal Process and Forecast Visibility
You'll own the end-to-end renewal operating model in partnership with the AM team lead. That includes building and documenting the standard renewal playbook, defining what happens at 90, 60, and 30 days out, determining what gets automated versus handled manually, and developing the dashboards that give CS leadership and Finance confidence in our GRR and NRR forecasts. You'll also design the process and SOPs around price increases so we're not quietly losing customers who see a new number and go dark.
Customer Lifecycle and Onboarding Design
You'll map and standardize the full customer journey from Sales handoff through implementation, adoption, expansion, and eventual offboarding. This means defining key milestones, designing escalation paths, building playbooks for the AM and Support teams, and writing the SOPs that make consistent execution possible regardless of who's running the account. Consistency is what creates a great customer experience today and what makes scaling that experience possible tomorrow.
Capacity Planning and Customer Segmentation
You'll build and maintain the model that determines how we segment our customer base, whether by size, complexity, or revenue tier, and how that segmentation drives the level of service each customer receives. From there you'll connect segmentation to headcount planning, giving CS leadership a clear, defensible framework for when and why we need to add capacity across AM, Implementation, and Support. You'll document the rules of engagement across each team and each tier so everyone knows who owns what.
You'll build and own the reporting infrastructure that translates CS activity into the business metrics leadership and the board care about, including churn, NRR, time-to-value, CSAT, and renewal forecast accuracy. You'll also serve as a quasi chief of staff for the CS org, supporting board prep, team planning sessions, and offsite facilitation. When the CS team gets in a room, you're the person who makes sure everyone walks out with clear owners, clear next steps, and something real to show for it.
We’re a hybrid-friendly company with an expectation of about 1–2 days per week in the office for employees located near Philadelphia, or Denver.