What You'll Do
As a Customer Success Lead, you’ll guide high-impact healthcare organizations through their entire post-sale journey, ensuring they achieve measurable improvements in operations, finance, and clinical performance. You’ll build trusted relationships with C-suite executives, aligning technology capabilities with strategic goals and organizational constraints.
- Lead executive discussions that tie platform use to tangible business outcomes, from cost savings to care quality.
- Develop multi-quarter roadmaps that map customer objectives to platform functionality and value realization.
- Monitor account health, tracking adoption, utilization, and return on investment to proactively address risks.
- Establish governance frameworks, including regular executive reviews and steering committees, to maintain alignment and accountability.
- Act as the central point of coordination across internal teams—Customer Success, Product, Support, and Delivery—to ensure commitments are met and outcomes delivered.
- Translate customer feedback into actionable insights that shape product direction and service planning.
- Support renewals and growth by identifying new opportunities and demonstrating proven impact.
- Manage escalations with clarity and urgency, maintaining stakeholder confidence through structured resolution.
- Spend meaningful time on-site to deepen relationships and understand real-world workflows.
Requirements
- Demonstrated ability to engage at the executive level with poise and strategic insight.
- Proven track record managing complex customer relationships in enterprise healthcare environments.
- Strong operational discipline with the ability to turn strategy into measurable results.
- Experience leading cross-functional teams to deliver customer outcomes without direct authority.
- Skilled in designing governance models, executive cadences, and escalation protocols.
- Excellent communication abilities, with a focus on clarity, consistency, and reducing ad hoc demands.
- Ability to represent the customer’s voice internally and advocate for their priorities at the highest levels.
Preferred Qualifications
- Background in healthcare technology, digital health platforms, or enterprise SaaS.
- Experience building customer success programs in high-growth organizations.
- Familiarity with value measurement, ROI analysis, and long-term roadmap planning.
- History of driving renewals and expansions through demonstrated impact and opportunity mapping.
Benefits
- Work in a mission-driven environment focused on transforming healthcare.
- Collaborate with talented peers who are committed to excellence.
- Engage in regular in-person collaboration to strengthen team dynamics and client relationships.
- Occasional travel to company events and onsite meetings to connect with colleagues and customers.
