Responsibilities
- Forecast renewals, churn risk, and expansion pipeline with high accuracy
- Build dashboards tracking NRR, GRR, health scores, time-to-value, and expansion signals
- Align CS compensation and KPIs to revenue outcomes
- Partner closely with Sales leadership on account planning and expansion motions
- Define and execute the end-to-end Customer Success strategy aligned to ARR growth
- Build and scale CS teams (initially 5–15, then beyond) with strong frontline leadership
- Serve as executive sponsor for top enterprise and strategic accounts
- Personally manage and rescue at-risk and high-value accounts when needed
- Establish scalable playbooks for onboarding, adoption, renewal, and expansion
- Own core CS metrics: NRR, GRR, Expansion ARR, Time-to-Value, CSAT, and Health Scores
- Implement early-warning systems to detect churn risk before escalation
- Own CS tooling (CRM, CS platforms, analytics) to support predictability and scale
- Partner with Finance on revenue forecasting and board-level reporting
Requirements
- Has Healthcare SaaS experience selling to health systems or medical groups (not consumer health or pharma)
- Has built CS teams from scratch (not only managed large inherited organizations)
- Is metrics-obsessed and fluent in NRR, churn, expansion, and health scoring
- Is a player-coach willing to manage strategic accounts personally
- Views CS as a revenue function, not a support function
- Is comfortable explaining AI and automation value to healthcare executives
- Has strong executive presence with CIOs, CMOs, and CFOs
- Thrives in startup environments with ambiguity, pressure, and rapid execution
- 10+ years in Customer Success, Account Management, or Client Services
- 5+ years in senior leadership roles (Director or VP)
- Proven ownership of NRR and expansion ARR in B2B SaaS
- Healthcare or health-tech industry experience strongly preferred
- Strong executive and board-level communication skills
- Data-driven operator with experience scaling CS organizations
