Client Summary:

• Uses advanced technology to support more efficient care coordination and management.
• Designed to help care teams operate effectively at scale.
• Focuses on improving workflows, productivity, and operational efficiency.
• Supports proactive risk management and improved care delivery.
• Aims to reduce costs while enabling readiness for value-based care models.

Position Responsibilities:

• Lead the Customer Success team to drive adoption, retention, and expansion (upsell and cross-sell) across healthcare provider and partner accounts
• Build and execute scalable playbooks for onboarding, engagement, ongoing support, and account growth
• Serve as a strategic partner to customers, ensuring they achieve measurable outcomes, ROI, and increasing value over time
• Identify expansion opportunities within existing accounts and partner closely with Sales on upsells and account growth strategy
• Develop frameworks for tracking KPIs, customer health scores, churn risk, and expansion signals
• Collaborate with Sales, Product, and Operations to represent the voice of the customer and influence roadmap and packaging
• Recruit, mentor, and grow a high-performing Customer Success team as the company scales

Experience & Skills:
Required Experience and Qualifications:

• 5+ years of experience in Customer Success, Account Management, or related roles, with at least 3+ years in a leadership position of Director or Higher.
• Strong background in SaaS is required. Experience in healthcare technology or digital health is a plus. Proven experience driving upsell, cross-sell and expansion SaaS revenue in a growth-stage Tech Startup environment
• Demonstrated success improving retention, expansion ARR, and customer lifetime value
• Strong operational mindset with the ability to design and execute scalable CS and expansion processes
• Excellent communication and relationship-building skills at both executive and operational levels
• A data-driven leader who balances strategic vision with hands-on execution

Compensation $160k

• Participation in Medical, Vision and Dental Insurance (Benefits includes option for FSA, HAS and transit tax benefits)
• Participation in 401K (currently no matching)
• 18 days PTO
• Stock Options