Head of Customer Success

As the Founding Head of Customer Success & Operations, this full-time remote position will manage personalized support and onboarding for providers, build a scalable customer success strategy, and oversee AI-driven support systems while ensuring HIPAA compliance. Key responsibilities Onboard and support providers in the initial Alpha cohort, handling inbound questions to build product and customer understanding Develop and document the long-term customer success strategy, including team structure, metrics framework, and operational protocols Own the AI customer success agent corpus, ensuring content accuracy and compliance while evaluating and deploying AI tools Required qualifications 7-10 years of experience in customer success, with prior experience building a CS function from scratch at a SaaS company Strong healthcare-adjacent experience, preferably with a background in mental health or clinical workflows Fluency in PHI and HIPAA compliance, with the ability to navigate clinical escalation protocols Demonstrated experience with customer success platforms and AI-assisted support tools Proven ability to lead AI-driven transformations in customer support operations