Customer Success Lead
Virtual Vocations Inc
Owning customer success, implementation, and support, the full-time Head of Customer Success will drive gross and net retention metrics while working remotely to enhance customer journeys and reduce churn. Key responsibilities Diagnose and address churn concentration while building health scoring and account coverage models Systematize expansion strategies and partner with sales for effective hand-offs on expansion deals Define the customer journey from contract to renewal, ensuring a cohesive experience across teams Required qualifications 7+ years in customer success or customer operations, with 3+ years managing multiple functions Experience owning and improving gross retention metrics Familiarity with implementation processes and their long-term impacts on onboarding Hands-on experience with CRM systems and customer data analysis Preferred background in healthcare or health-tech, including EHR integrations and HIPAA compliance
Vacancy posted 5 days ago
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