Head of Customer Success

Responsibilities

• Develop and execute a comprehensive customer success process and strategy aligned with company objectives.
• Build and nurture strong relationships with key enterprise customers, ensuring their needs are met and exceeded.
• Define and track key metrics and KPIs to measure the success of customer engagement, satisfaction, and retention.
• Collaborate with cross-functional teams, particularly sales, to align with overall company OKRs.
• Develop and enhance customer success processes to ensure efficiency, scalability, and a seamless customer experience.
• Collaborate with other teams to identify opportunities for upselling, cross-selling, and expanding key accounts while owning customer growth metrics.
• Own the overall company revenue number and ensure steady growth through continued growth of existing customer usage.
• Stay abreast of industry trends, competitive landscapes, and emerging technologies.
• Cultivate customer advocates by identifying success stories, testimonials, and references.
• Build and lead a Customer Success team as the company grows.

Requirements

• Proven experience in a senior-level Customer Success leadership role, preferably leading teams.
• Proven experience in an account management or customer success function within a healthcare technology setting, with a focus on value-based care companies.
• Demonstrated success in managing enterprise-level customer relationships and growing key accounts.
• Track record of implementing and optimizing customer success processes.
• Analytical mindset with the ability to derive insights from customer data.
• Strong understanding of healthcare industry dynamics, regulations, and market trends.
• Ability to hit and exceed targets in a fast-paced environment.
• Exceptional communication, leadership and collaboration skills.
• Passion for improving healthcare in the US.
• Bachelor’s degree in Marketing, Business, or a related field.

Nice-to-Haves

• MBA.