Customer Success Lead

Job Summary

Owning customer success, implementation, and support, the full-time Head of Customer Success will drive gross and net retention metrics while working remotely to enhance customer journeys and reduce churn.

Key responsibilities

• Diagnose and address churn concentration while building health scoring and account coverage models
• Systematize expansion strategies and partner with sales for effective hand-offs on expansion deals
• Define the customer journey from contract to renewal, ensuring a cohesive experience across teams

Required qualifications

• 7+ years in customer success or customer operations, with 3+ years managing multiple functions
• Experience owning and improving gross retention metrics
• Familiarity with implementation processes and their long-term impacts on onboarding
• Hands-on experience with CRM systems and customer data analysis
• Preferred background in healthcare or health-tech, including EHR integrations and HIPAA compliance