Customer Success Lead

What You’ll Do

Executive Relationship Management

• Establish and maintain trusted relationships with C-suite and senior leaders, serving as a strategic advisor aligned to their organizational priorities and constraints.
• Lead executive-level conversations that connect Notable’s platform capabilities to measurable operational, financial, and clinical outcomes.
• Represent the customer internally at the highest level, ensuring executive context, commitments, and risks are clearly understood and acted upon.

Customer Outcomes, Value & Accountability

• Own overall account health, including adoption, utilization, realized ROI, and retention across assigned accounts.
• Develop and maintain multi-quarter value roadmaps that align customer priorities, financial levers, and Notable’s platform capabilities.
• Proactively identify risk, misalignment, or underperformance and lead structured action plans to course-correct in partnership with internal teams.
• Ensure customers can clearly articulate the value delivered by Notable to their internal stakeholders and leadership.

Governance, Planning & Operating Cadence

• Establish and maintain clear governance structures, executive cadences (e.g., QBRs, SteerCos), and escalation paths to ensure transparency and accountability.
• Own durable systems of record for account plans, value roadmaps, risks, decisions, and commitments.
• Drive disciplined communication that reduces ad hoc work and ensures alignment across customer and internal stakeholders.

Internal Leadership & Cross-Functional Orchestration

• Serve as the internal quarterback across Customer Success, Delivery, Product, Support, and Partnerships to ensure commitments are met and outcomes are delivered.
• Drive clarity on ownership, priorities, and timelines across teams—escalating when necessary to protect customer outcomes.
• Translate customer strategy and feedback into a clear internal direction that informs delivery planning and product evolution.

Commercial Partnership & Growth Enablement

• Partner closely with Partnerships to support renewals and expansions through demonstrated value, roadmap execution, and identification of whitespace opportunities.
• Contribute to long-term account growth by aligning future opportunities to customer strategy, utilization maturity, and proven outcomes.
• Support commercial conversations with executive-level insight and customer context without carrying direct sales quota.

Stakeholder Engagement & On-Site Presence

• Build strong relationships across a wide range of stakeholders, from frontline operators to executive leadership.
• Lead and manage escalations with composure, urgency, and clarity, ensuring swift resolution and stakeholder confidence.
• Maintain meaningful on-site presence to deepen relationships, understand operational realities, and strengthen partnership credibility.

What We Are Looking For

• 7+ years of experience in customer success, implementation, consulting, or equivalent roles within healthcare or healthcare technology.
• Proven experience partnering with and influencing C-suite and senior healthcare executives.
• Strong understanding of healthcare operations, healthcare IT systems, and enterprise workflow or automation platforms.
• Demonstrated ability to own complex accounts with accountability for outcomes, not just relationships.
• Exceptional communication skills, with the ability to synthesize complexity into clear executive-level narratives and action plans.
• Highly organized, strategic, and comfortable leading cross-functional teams without direct authority.
• Bachelor’s degree or equivalent practical experience.
• Willingness to travel up to 30% of the time.