Head of Customer Success

Job Summary

As the Founding Head of Customer Success & Operations, this full-time remote position will manage personalized support and onboarding for providers, build a scalable customer success strategy, and oversee AI-driven support systems while ensuring HIPAA compliance.

Key responsibilities

• Onboard and support providers in the initial Alpha cohort, handling inbound questions to build product and customer understanding
• Develop and document the long-term customer success strategy, including team structure, metrics framework, and operational protocols
• Own the AI customer success agent corpus, ensuring content accuracy and compliance while evaluating and deploying AI tools

Required qualifications

• 7-10 years of experience in customer success, with prior experience building a CS function from scratch at a SaaS company
• Strong healthcare-adjacent experience, preferably with a background in mental health or clinical workflows
• Fluency in PHI and HIPAA compliance, with the ability to navigate clinical escalation protocols
• Demonstrated experience with customer success platforms and AI-assisted support tools
• Proven ability to lead AI-driven transformations in customer support operations