Head of Customer Success
Get Well
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $200,000 - $250,000 per year
Job Level
Lead
About the role
- Define and execute a comprehensive customer success strategy that drives retention, adoption, and expansion across the 125+ health system client base.
- Build and mentor a high-performing organization of account principals.
- Establish a clear operating rhythm and success framework that aligns customer lifecycle management with revenue growth objectives.
- Drive net revenue retention (NRR) and gross retention (GRR) through proactive account management, executive engagement, and measurable customer outcomes.
- Collaborate closely with Sales, Marketing, and Product to identify upsell and cross-sell opportunities based on demonstrated customer ROI.
- Serve as a senior customer advocate, ensuring voice-of-customer feedback shapes roadmap priorities and service delivery.
- Develop consistent metrics and dashboards to track customer health, usage, renewal, and NPS across the enterprise customer portfolio.
- Partner with the CRO, Product, and Implementation leaders to optimize customer onboarding, adoption, and renewal processes.
- Leverage AI-driven insights and automation to enhance the customer experience, proactively address risk, and surface new value opportunities.
- Create scalable playbooks for customer engagement across tiers—from high-touch strategic health systems to tech-enabled accounts.
- Partner with Product Management to translate customer insights into roadmap enhancements that increase adoption and stickiness.
- Work with Implementation teams to ensure smooth go-lives and rapid time-to-value for new deployments.
- Align with Finance to forecast renewals, model churn risk, and track renewal velocity.
Requirements
- 10+ years of experience in Customer Success, Account Management, or Client Services within SaaS, digital health, or HCIT environments.
- Proven track record of leading enterprise customer success teams at scale—driving retention and growth from $50M+ to $200M+ in ARR.
- Deep understanding of healthcare provider operations, health system buying cycles, and value realization frameworks.
- Data-driven mindset with experience implementing customer success platforms and KPIs that link directly to revenue performance.
- Executive presence and communication skills capable of influencing C-suite stakeholders in large health systems.
- Inspirational leadership style with the ability to build, coach, and retain high-performing teams.
- Experience in AI-enabled healthcare solutions or digital engagement platforms (preferred).
- Bachelor’s degree required; MBA or advanced degree preferred.
- Experience integrating customer success with product-led growth or AI-first SaaS environments is highly desirable.
Benefits
- exceptionally generous paid time away from work
- a variety of paid leave programs
- savings opportunities with 401(k) and incentive plans
- internal education programs
- full array of health benefits
- fitness reimbursement
- cell phone subsidy
- casual offices with snacks and drinks
- peer recognition programs
- health advocacy and employee assistance programs
- chili cook-offs
- pet insurance (yes, really) and so much more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategyaccount managementcustomer lifecycle managementnet revenue retention (NRR)gross retention (GRR)customer health metricscustomer success platformsKPI implementationAI-driven insightscustomer engagement playbooks
Soft skills
leadershipmentoringexecutive communicationinfluencing stakeholdersteam buildingcoachingdata-driven mindsetcollaborationproblem-solvingcustomer advocacy
Certifications
Bachelor's degreeMBAadvanced degree