Head of Customer Success
About the role
Our client is rebuilding how healthcare organizations communicate in the era of artificial intelligence. Their autonomous AI agents handle critical workflows end-to-end—managing patient scheduling, complex billing inquiries, and prescription refills—enabling care teams to focus entirely on patients.
Having already processed hundreds of thousands of patient interactions across 20+ medical specialties, health systems, and a $5B health insurer, our client is expanding rapidly with significant contracted revenue ready to unlock.
Role Overview
Reporting directly to the CTO, this player-coach role will take ownership of 5–7 strategic enterprise accounts directly from executive leadership, manage a dedicated team of deployment strategists and engineers, and build the enterprise Customer Success function from the ground up.
Key Responsibilities
- Strategic Account Ownership: Manage strategic enterprise accounts and build direct C-suite relationships.
- Team Leadership & Development: Direct, mentor, and coach a growing team of Deployment Strategists and Forward Deployed Engineers.
- Playbooks & Process Refinement: Refine deployment playbooks, accelerate go-live timelines, protect Net Revenue Retention (NRR), and mitigate churn.
- Technical Integration Support: Identify high-level EHR/EMR or software integration friction points and collaborate closely with engineering leadership to drive resolutions.
Qualifications:
- 4–5+ years of enterprise customer success or deployments experience within a Series A–D health tech or technical B2B SaaS startup.
- Direct Account Ownership: Demonstrated track record of personally managing strategic enterprise relationships end-to-end.
- Technical Product Experience: Post-sales management background for technical products requiring custom enterprise integrations (EHR/EMR, ERP, or complex SaaS).
- Player-Coach Mindset: Demonstrated appetite for hands-on account management alongside team leadership.
- Location & Eligibility: Ability to work on-site 5 days a week in New York.
Perks & Benefits
- 100% company-covered healthcare benefits, flexible PTO, relocation support, weekly team lunches, and quarterly retreats.