# Head of Customer Success

**Company:** [Metriport](https://hotfix.jobs/companies/metriport)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $190k – $250k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, Solutions, Implementations, Customer Success Metrics, Gross Revenue Retention, Net Revenue Retention, Nps, Account Health, Technical Account Management, Support Engineering, Healthcare Interoperability, Engineering
**Posted:** 2026-09-11

> Leads the full post-sales customer lifecycle, owning enterprise and high-volume accounts, customer health, retention, expansion, and team development. Requires 7+ years of experience, senior customer success leadership, technical fluency, and early-stage startup scaling experience.

## Job Description

## 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.

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