Customer Ops Specialist

Medisolv is a national leader in healthcare quality data management solutions for hospitals and providers. Our all-in-one quality management platform, ENCOR, helps healthcare organizations advance patient care by measuring and improving performance on more than 500 national quality and safety measures. Medisolv serves more than 1,800 hospitals and 15,000 providers nationwide and is entering an exciting growth phase following a recent investment by Bessemer Venture Partners Forge.

Medisolv is seeking a Customer Operations Specialist to manage the operational aspects of customer lifecycle activities, including renewals, expansions, churn administration, and contract analysis. Reporting to the VP of Customer Success, this role ensures smooth execution of sales orders tied to expansion of existing customer products and services, proactive renewal communications, and accurate reporting across the customer base. This is a customer-facing role that will communicate directly with clients, action upsells (adding providers, measures, and services), manage workflows, and help administer at-risk customers to support retention and minimize churn. The role will also be responsible for analyzing customer contracts, developing renewal options in partnership with finance, and maintaining up-to-date renewal status tracking for all customers.

In your first 30 days, you will:

• Learn Medisolv's products, client base and internal workflows & process owners.
• Become familiar with corporate goals associated with renewals, expansion and attrition.
• Understand renewal, expansion, and termination processes and associated systems.
• Analyze customer contracts to identify renewal terms, pricing, and options.
• Build relationships with Customer Success Managers (CCSMs) and cross-functional teams.

In your first 60 days, you will:

• Work closely with sales counterparts to familiarize yourself with expansion deals and associated contracts, contracting process
• Work with sales operations counterpart to design renewal workflows within Medisolv CRM to ensure seamless tracking of all renewal communications, processes and outcomes
• Work with VP, CS and finance counterparts to formulate renewal strategy for the year that aligns with corporate goals. Create renewal tracker in Excel, collaborating closely with a finance counterpart to ensure accuracy and alignment with company policies
• Take ownership of renewal notices and communications leading up to CCSM engagement.
• Begin processing expansion orders and managing upsell workflows.
• Assist in administering at-risk customers and supporting retention strategies.
• Establish reporting cadence for renewals, expansions, churn, and terminations.

In your first 3 months, you will:

• Refine workflows for renewal, expansion, and termination administration.
• Maintain and regularly update the renewal status of all customers, ensuring timely follow-up and proactive communication.
• Partner with CCSMs to ensure seamless handoff and client experience.
• Identify opportunities for process automation and efficiency.

In your first 6 months, you will:

• Deliver measurable improvements in renewal timeliness, expansion execution, and churn reduction.
• Design long-term renewal strategy with input/approval of executive team to align with corporate objectives; create and manage associated execution plan.
• Provide actionable insights through churn, retention, and termination reporting.
• Contribute to scalable processes that support Medisolv's growth strategy.

• Detail-Oriented Executor: You thrive on accuracy and process management.
• Customer-Centric Communicator: Comfortable engaging directly with clients in a professional manner.
• Operational Problem-Solver: Skilled at managing workflows and resolving issues quickly.
• Collaborative Partner: Able to work cross-functionally with Customer Success, Sales, Finance, and Support teams.
• Data-Driven Thinker: Comfortable with reporting and using metrics to inform stakeholders and guide decisions.

• 2+ years in Customer Success Operations, Account Management, or similar role.
• Experience with CRM systems (HubSpot preferred) and order management processes.
• Strong organizational and communication skills.
• Familiarity with SaaS or healthcare technology preferred.
• Experience reviewing and interpreting customer contracts.
• Proficiency in Excel for modeling renewal scenarios and options.
• Ability to collaborate effectively with finance and other internal stakeholders.

• Customer Success Obsession
• All-Star Team Collaboration
• Continuous Improvement through Curiosity & Data-Driven Learning
• Courage with Kindness
• Execution Focus

Ready to play a pivotal role in shaping Medisolv's future by driving innovative solutions in healthcare quality management? Apply now to join our dynamic team and help make a lasting impact!

Medisolv is committed to creating a diverse and inclusive workplace. We believe that diversity drives innovation, and we are dedicated to fostering an environment where all employees feel valued and respected.

All candidates must successfully pass a pre-employment background check and be legally authorized to work in the United States. Sponsorship is not available.