Client Summary:

• The focus is on improving care through smarter data, meaningful measurement, and tailored support.
• Clinicians need systems that help them focus on what matters most: caring for people.
• Empowering providers with the right tools can transform outcomes for both patients and professionals.

Position Responsibilities:

Customer Success & Retention

• Drive 90%+ renewal rates by developing and executing strategies to reduce churn and increase engagement across enterprise healthcare clients.
• Implement customer health scores and early warning systems to proactively mitigate risk.
• Standardize and enforce success playbooks for scalable, measurable outcomes.

Team Leadership

• Build and mentor a high-performing CSM team, including Team Leads, with training focused on account management, negotiation, and healthcare tech.
• Foster a customer-first culture focused on proactive support and adoption.

Engagement & Adoption

• Segment customers and tailor engagement to maximize growth and impact.
• Track key milestones tied to clinical efficiency, compliance, and outcomes.
• Lead education initiatives through workshops, peer learning, and user communities.

Stakeholder Management

• Cultivate executive relationships and act as a trusted advisor to hospital and IT leaders.
• Identify dissatisfaction early and implement corrective plans to retain high-value accounts.

Data-Driven Strategy

• Monitor key metrics and customer health to guide decisions and refine strategy.
• Use insights to influence product roadmap and continuously improve processes.

Experience & Skills:
Required Experience and Qualifications:

• 8+ years in Customer Success leadership within Health Tech SaaS or Healthcare IT, with deep domain knowledge of providers, payers, and healthcare regulations (HIPAA, HITECH).
• Proven success in developing and executing retention, renewal, and expansion strategies for enterprise healthcare clients.
• Expert in churn reduction, SaaS adoption, and customer engagement best practices.
• Built and led high-performing CS teams, including Team Leads; developed scalable training and process improvement programs.
• Strong cross-functional leader with experience aligning Sales, Product, and Implementation teams globally.
• Trusted partner to C-level executives and hospital leaders; skilled in negotiation, risk mitigation, and stakeholder management.
• Data-driven strategist with expertise in health scoring, forecasting, and using insights to optimize customer journeys and playbooks.

Compensation $170k-$190k

• Competitive compensation, including significant equity.
• 401(k) plans matched to 4%
• Opportunity to build, grow, and become highly instrumental in shaping how technology can improve mental health support.
• Mental health days off so you can take any given moment simply because you need them.