Customer Success Lead

Premier Global Links LLC; California; Remote; USD 120,000 - 200,000; Full time

Benefits offered by this job

Remote work flexibility

Equity opportunity (subject to terms)

Opportunity to shape CS strategy

High earning potential

Job summary

Premier Global Links LLC is seeking a hands-on Customer Success Lead to deepen strategic client relationships, improve retention, and drive account expansion in a growing healthcare technology company.

The role requires 7-10+ years in customer success or account management, a university degree, and the ability to work remotely with Eastern Time business hours. You will build scalable CS operations, manage onboarding, and collaborate with leadership to shape strategy.

Qualifications

• 7-10+ years in Customer Success or related role.
• Experience owning strategic accounts and driving retention & expansion.
• Experience leading onboarding or software implementations.
• Proven ability to resolve escalations and improve outcomes.
• Experience building scalable CS processes and metrics.
• Experience in early-stage or high-growth startups.
• Available to work ET hours remotely.

Responsibilities

• Own strategic and enterprise customer relationships as primary contact for key accounts.
• Manage client portfolio, strengthen partnerships, and identify upsell/cross-sell opportunities.
• Lead onboarding and implementation from scoping to go-live.
• Resolve escalations and coordinate solutions across teams.
• Build scalable CS processes, workflows, playbooks, metrics, and reporting.
• Set CS performance measures and operating procedures.
• Improve service delivery using customer and operational data.
• Collaborate with leadership to evolve CS strategy as products grow.
• Partner with cross-functional teams to improve outcomes.

Skills

Customer Success

Account Management

Strategic Relationships

Onboarding & Implementation

Data Analysis

Communication

Problem Solving

Remote Work

Team Leadership

Education

Bachelor's degree or higher

Job description

Premier Global Links LLC is recruiting on behalf of a confidential, high-growth healthcare technology company that helps healthcare organizations manage compliance and operational workflows. The company is growing rapidly and is seeking a hands-on Customer Success Lead to strengthen strategic client relationships, improve customer retention, drive account expansion, and build scalable customer success operations.

This role is ideal for an experienced customer success or account management professional who combines strategic thinking with strong operational execution and thrives in a fast-growing startup environment.

Key Responsibilities

• Own strategic and enterprise customer relationships, serving as the primary point of contact for key accounts.


• Manage a portfolio of clients, strengthen long-term partnerships, and identify upselling and cross-selling opportunities.


• Drive customer onboarding and implementation from initial scoping through go-live, ensuring successful launches.


• Resolve customer escalations, identify root causes, and coordinate solutions across internal teams.


• Build scalable customer success processes, onboarding workflows, playbooks, performance metrics, and reporting systems.


• Identify and address operational gaps while remaining hands-on with day-to-day execution when needed.


• Establish customer success performance measures, team incentives, and operating procedures.


• Use customer and operational data to identify risks, improve service delivery, and increase retention.


• Partner with company leadership to evolve the customer success strategy as products and sales processes expand.


• Collaborate with Customer Success, Support, Operations, and other cross-functional teams to improve customer outcomes.

Required Qualifications

• 7-10+ years of experience in Customer Success, Account Management, or a closely related client-facing role.


• Demonstrated ownership of strategic accounts or a book of business, including customer retention, relationship management, and account expansion.


• Experience leading customer onboarding or software implementation from requirements gathering through go-live.


• Proven ability to manage escalations, solve operational problems, and improve customer outcomes.


• Experience building scalable processes, workflows, playbooks, or performance measurement systems.


• Experience working in an early-stage or high-growth startup environment.


• Strong analytical skills, including the ability to use data to identify root causes and recommend improvements.


• Excellent communication, stakeholder management, and problem-solving skills.


• Ability to work independently, take initiative, and balance strategic planning with hands-on execution.


• University degree required.


• Ability to work remotely while maintaining preferred Eastern Time business hours.

Preferred Qualifications

• Experience in healthcare technology, healthcare compliance, or healthcare operations.


• Experience leading or developing a Customer Success team.


• Experience managing enterprise customers and complex client implementations.


• Familiarity with customer success metrics, renewal forecasting, account expansion, and operational reporting.


• Experience improving processes in a rapidly scaling organization with limited established systems.

Compensation and Benefits

• Base salary range of $120,000-$200,000 per year, depending on experience and qualifications.


• Target on-target earnings of $150,000-$250,000, including performance-based compensation.


• Competitive equity opportunity, subject to company terms.


• Remote work arrangement with flexibility for candidates across eligible locations.


• Opportunity to shape customer success strategy and build scalable operations at a growing healthcare technology company.

Equal Employment Opportunity

Premier Global Links LLC is an equal opportunity recruiting firm. Qualified applicants will be considered without regard to legally protected characteristics.