Head of Customer Success

Responsibilities

• Lead the post-sales customer-facing function across the full customer lifecycle, from pilot implementation through expansion and renewal.
• Own customer accounts and serve as the final escalation point for customer needs and account problems.
• Partner with Implementation Engineers, Technical Account Managers, and Support Engineers to support customers and expand product adoption and usage.
• Represent the voice of the customer and collaborate with Sales, Product, Engineering, and Marketing.
• Create account-health measurements, action plans, and policies to ensure customer success.
• Own global customer success metrics, including gross revenue retention (GRR), net revenue retention (NRR), logo retention, and NPS.
• Establish systems for resolving customer needs quickly and appropriately.
• Build processes for sharing customer insights across the organization.
• Implement processes and systems, upskill team members, and lead future customer success hiring.
• Operate as a player/coach, initially managing accounts directly before focusing increasingly on removing customer and team blockers, streamlining processes, and improving key metrics.

Requirements

• 7+ years of overall experience, including at least 5+ years in Customer Success, Account Management, Solutions, or Implementations.
• Previous experience as Head of Customer Success, Head of Account Management, Head of Implementations, or in a similar leadership role.
• Experience managing large enterprise accounts as well as higher volumes of mid-tier and startup accounts.
• Experience at an early-stage startup between Seed and Series C, scaling Customer Success from 1 to 100.
• Ability to operate autonomously on ambiguous objectives, establish alignment, identify efficient approaches, and execute.
• Engineering experience or an engineering background, with the ability to apply technical skills in non-engineering roles.
• Based in San Francisco or willing to relocate to work from the South Beach office.
• Entrepreneurial mindset, low ego, high ownership, and strong problem-solving skills.
• Ability to lead technical conversations with CTOs, engineers, product teams, customers, and Customer Success staff.
• Willingness to work hands-on with customers and teammates in an early-stage environment.

Nice-to-haves

• Healthcare experience, particularly healthcare interoperability.

Compensation and Benefits

• $190,000–$250,000 annual compensation.
• Competitive equity.
• Platinum medical, dental, and vision coverage for the employee and family.
• 401(k) with matching.
• Flexible work-from-home or in-office options.
• Complimentary meals when working in the office.
• Quarterly company off-sites.
• Company-provided MacBook.
• Unlimited paid time off.