Head of Customer Success

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Take ownership of customer success, implementation, and support initiatives.

• Use gross and net retention as the key performance indicators.

• Analyze churn based on practice size, EHR, product line, onboarding cohort, and tenure.

• Develop health scoring and account coverage frameworks.

• Streamline expansion efforts and collaborate with the sales team on transition processes.

• Establish measurable implementation processes and define time-to-value targets by segment.

• Link the quality of onboarding to first-year retention rates.

• Ensure high standards of support responsiveness and effectiveness.

• Create documentation, in-product assistance, and AI-driven triage solutions to enhance support scalability.

• Outline the customer journey from contract signing to renewal, assigning responsibilities at each transition point.

• Regularly integrate customer insights into product development on a consistent schedule.

• Provide references and performance metrics for analyst relations and case studies.

• Evaluate, develop, and organize the team to accommodate a doubling of the business volume.

• Recruit as the customer portfolio expands.

• Report directly to the CEO.

⛳️ Requirements

• Over 7 years of experience in customer success or customer operations.

• More than 3 years of experience managing across multiple functions.

• Proven track record of owning and enhancing gross retention metrics.

• Experience in leading or closely collaborating with implementation teams.

• Familiarity with operating at an SMB scale managing hundreds of accounts with small ACVs.

• Proficient in CRM systems and customer data management.

• Capability to create the initial version of health scoring models.

• Experience in people management and making organizational structure decisions.

• Strongly preferred background in healthcare or health technology, including practice workflows, EHR integrations, and HIPAA compliance.

• Familiarity with AI-enabled products and managing customer expectations around them is a plus.

• Experience with support tools and scaling deflection strategies is advantageous.

• Previous experience with expansion quotas or management is a plus.

• Familiarity with HubSpot is a plus.

• Must reside in the US or Canada; application includes questions regarding US work sponsorship.

🏝️ Benefits

• Health, dental, and vision insurance.

• Unlimited paid time off (PTO).

• Regular company retreats and offsite events.

• Equity options.

• Performance-based bonuses.