Stealth Startup

Customer Success Team Lead – Onboarding, Retention

Stealth Startup

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • 🇺🇸 United States

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Job Level

Senior

Tech Stack

Switching

About the role

  • Help lead key aspects of our operations, overseeing workflows and people managing teammates across our Client Success team.
  • Own important cross-functional projects that are leadership’s top priority. You’ll be working closely with our CEO and other members of the leadership team to scale our business.
  • Manage either the onboarding or retention team, serving as an escalation point for the team you lead; helping unblock clients.
  • Act as the main point of contact for high-priority clients, owning their onboarding experience, helping them get set up with our services, and supporting their satisfaction as they scale
  • Help build rigorous systems to help us increase productivity and work more effectively to reach the next 10x of scale.
  • Proactively remove process roadblocks (as well as the most complex client challenges) that stand in the way of the Client team’s success and momentum.
  • Support in the hiring and onboarding of new teammates across Client Success and Ops as we rapidly grow.
  • Lead and develop our existing Ops organization by providing mentorship, coaching, and building leaders.
  • Inspire the team with the example of your leadership, drive, grit, empathy, and high-velocity execution.

Requirements

  • 3-5+ years of experience in customer success or related roles.
  • Operational excellence: You have an extremely high volume of what you get done on any given day.
  • Ability to wear multiple hats: you’re quick to jump into things, context-switching across different functions dependent on team needs.
  • Excellent leadership skills and demonstrated ability to inspire a team.
  • Talent magnetism: exceptional people want to work with you.
  • Strong attention to detail and track record for getting the details right.
  • Self-motivated, resourceful and quick to take initiative in ambiguous situations.
  • Interest in working in healthcare and helping healthcare innovation flourish.
  • Leadership and drive; you have a hunger for self-improvement and want to be around the most talented teammates who push you toward it. (Kobe said it best.)
  • Excited by a fast-paced, startup culture where you’ll navigate ambiguity and solve big problems, with very high autonomy.
  • An eye for identifying process improvement opportunities and creative ways to better structure operations.
Benefits
  • Highly competitive salary and equity (we want you to share in our growth)
  • Compassionate, fun, and mission-driven culture of excellence and innovation. (We help companies bring new life-changing care models into the world.)
  • Many growth and advancement opportunities (the company is growing fast, so there are many opportunities to step up).
  • Hybrid set-up. **Must be based in either New York or Toronto**.
  • Paid Time Off: Vacation days and paid holidays.
  • Comprehensive health plans so you feel your best.
  • Culture of mentorship, learning, independence, and critical-thinking.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
leadershipmentorshipcoachingattention to detailself-motivationresourcefulnessinitiativeproblem-solvingteam inspirationadaptability