Head of Client Operations

Sage is on a mission to improve care and quality of life for older adults, starting with those residing in senior living facilities. Falls are the leading cause of injury-related death among adults over 65. And yet, fall prevention and emergency response systems for older adults are archaic and ineffective. At Sage we've built a more modern way of understanding when older adults need help, including methods for residents to alert caregivers when in need of help, and corresponding software for caregivers to triage response. Our company mission is to create a product that our client counterparts love, and this role is a key part of that objective.

Sage is a small, tight team of ambitious, multi-disciplinary entrepreneurs. We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission. At Sage, we work hard and fast but also know that to build a truly important company, we need to treat our work as a marathon, and not a sprint. The journey matters.

As Sage enters its next stage of growth, we are seeking a Head of Client Success to lead our Client Success function and ensure that our clients achieve measurable outcomes with our software and hardware solutions. You will serve as the voice of the customer across the company, shaping how we deliver value after implementationand guiding a high-impact team focused on improving caregiver response times, resident safety, revenue growth, and staff satisfaction.

You will partner closely with product, sales, and growth teams to define what success looks like, build scalable playbooks to deliver it, and translate that impact into account expansions over time. This role is ideal for a hands-on, strategic leader who thrives in fast-moving, mission-driven environments and is excited to build the next chapter of Sage’s impact in senior living. You should be equally comfortable shaping long-term success strategies for our largest enterprise customers and rolling up your sleeves to solve complex client challenges.

• Own client outcomes post implementation by defining clear success metrics, measuring performance, and building the processes and tools needed to drive improvements in caregiver response times, resident safety, satisfaction, and revenue impact.
• Lead and develop a high-performing Client Success team by setting clear goals, providing coaching, and creating scalable playbooks that drive adoption, engagement, and expansion readiness.
• Partner closely with Sales and Growth teams to translate customer outcomes into account expansion opportunities and align on strategies that maximize long-term customer value.
• Serve as the voice of the customer by synthesizing feedback and usage insights into actionable recommendations that influence product priorities and operational decisions.
• Own executive relationships with senior stakeholders and help CSMs lead strategic business reviews, communicate impact, and demonstrate the value Sage delivers to their organizations.

• 5+ years leading and managing customer success teams and 5+ years of experience in customer success, account management, or related post-sales functions.
• Proven track record of building, scaling, and coaching high-performing CS organizations in a B2B SaaS environment.
• Strategic operator with a hands-on mindset, capable of balancing long-term planning with day-to-day execution in a fast-paced, high-growth environment.
• NYC-based with the ability to travel ~once-a-month to client sites across the U.S.
• Demonstrated commitment to Sage’s mission to improve care for older adults and their caregivers.

• 10+ years of total professional experience in customer success, account management, or related post-sales functions.
• Demonstrated expertise in executive stakeholder management, data-driven decision making, building scalable processes, and driving measurable customer outcomes.
• Strong communicator with the ability to influence cross-functional priorities and translate customer insights into product and business decisions.
• Industry expertise in senior living or related sectors, with the ability to apply that knowledge to deliver customer value.

Our headquarters are located in New York City's Union Square. We believe in cross team collaboration. We think good ideas can come from anyone, and we've designed our processes to encourage participation from all. While we take our mission seriously, we don't take ourselves too seriously. We like to host offsites, outings, and team meals where we can connect as people, not just as colleagues. We offer office lunch and a fully stocked snack bar. While we are an in office culture, we allow up to 2 remote days per week.

Our benefits package for employees includes competitive base compensation along with stock options. The expected annual salary range for this role is $190,000 - $230,000 USD, depending on your level of expertise, your experience, and your performance in the interview process. We also provide fully-paid health and dental insurance coverage for all of our employees, along with other health benefits including vision insurance, membership to premium primary and urgent care, and online medical health providers. We also have a take as you need time off policy, in addition to 7 paid holidays and a company wide winter break during the holidays.

Sage is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Sage makes hiring decisions based solely on qualifications, merit, and business needs at the time.