Head of Customer Success

This is a player-coach role and our first dedicated customer success hire. You will personally own every account — kickoff through renewal — while building the playbooks, health metrics, and team that let us scale past you. You will be the person our clients call, and the person who helps shape where the product goes next.

Responsibilities

• Pilot-to-production conversion. Run kickoffs, scope data intake, set success criteria, and deliver readouts that turn no-charge pilots into signed production agreements.
• Onboarding and implementation. Drive data exchange (837/835, EOB PDFs, SFTP), tenant setup, payer contract and policy loading, and user training — target: first recovered dollars within 30 days.
• Adoption and outcomes. Drive daily active usage, then prove value with defensible reporting on overturn rate, recovered revenue, and analyst throughput that a client CFO will accept.
• Retention and expansion. Own renewals and module expansion across the Reve suite, and convert satisfied accounts into referenceable ones.
• Voice of the customer. Translate patterns, workflow friction, and payer behavior into prioritized, well-argued product input.
• Partner enablement. Train and support channel and services partners whose teams deliver Reve to their own end clients.
• Building the function. Create the onboarding playbook, account health scorecard, and QBR cadence — then hire and lead the team behind it.

Qualifications

• Both sides of the house. 7+ years spanning provider-side revenue cycle operations and customer success or account management at a healthcare software company. We are weighting these equally —credibility without CS discipline, or CS polish without domain fluency, will not work here.
• RCM fluency. You can hold your own on CARC/RARC codes, claim review, appeals, medical necessity and clinical validation, and the correct-versus-appeal-versus-write-off decision.
• Hands-on implementation experience. You have personally delivered go-lives with hospitals, health systems, or multi-site groups, and you are comfortable around EHR, clearinghouse, and file-exchange.
• Range of audience. Credible with a VP of Revenue Cycle or CFO in the morning and with billers, coders, nurses, and denial analysts in the afternoon.
• Startup temperament. No team, no ticketing system, no playbook on day one. You build them while carrying accounts.
• Discipline with PHI. Fluent in HIPAA obligations and comfortable operating inside a SOC 2 program.