Head of Customer Success
Success Matcher Recruitment, LLC
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-endmanaging patient scheduling, complex billing inquiries, and prescription refillsenabling 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 57 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 :
- 45+ years of enterprise customer success or deployments experience within a Series AD 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, and quarterly retreats.
Vacancy posted 4 days ago
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