Customer Success Lead

ECLARO; San Francisco (CA); In loco; USD 120.000 - 200.000; Tempo pieno

Descrizione del lavoro

ECLARO in San Francisco, CA is seeking a Customer Success Lead to own and scale our CS function for a fast-growing healthcare startup. You will lead a team, manage enterprise relationships, and drive retention and revenue expansion across large accounts.

We expect 7–10+ years in Customer Success or Account Management, experience implementing end-to-end onboarding, and a data-driven approach. You will partner with the CEO to evolve CS as we launch new SKUs and scale nationwide.

Competenze

• 7–10+ years in Customer Success or Account Management.
• Experience in early-stage or high-growth startups.
• Proven record of upselling and managing a book of business.
• Experience leading client implementations or onboarding end to end.
• Strong data-driven decision making.
• Clear, strategic communication.

Mansioni

• Lead and develop the CS team, including offshore support and CSMs in the Philippines and a generalist ops teammate in San Francisco. This includes setting incentives and performance metrics.
• Own the largest enterprise client relationships and drive upsell, cross-sell, and long-term retention.
• Manage client escalations and own implementation, so healthcare groups launch quickly and are set up correctly across all 50 states.
• Fix operational debt by building scalable systems and processes, and roll up your sleeves to do the hands-on work yourself when needed.
• Act as a strategic thought partner to the CEO and leadership on how CS should evolve as we launch new SKUs and change our sales motion.

Conoscenze

Customer Success

Account Management

Enterprise relationships

Upselling

Operational execution

Formazione

University degree

Descrizione del lavoro

Job Number: 26-01909Ready for your next career move? We are looking for a

San Francisco, CA.Our client is dedicated to fostering innovation, collaboration, and professional growth. If you're eager to contribute your skills, take on new challenges, and grow with a team that values your potential, this opportunity is for you.

Job Number: 26-01909Ready for your next career move? We are looking for a Customer Success Lead for our client in San Francisco, CA.Our client is dedicated to fostering innovation, collaboration, and professional growth. If you're eager to contribute your skills, take on new challenges, and grow with a team that values your potential, this opportunity is for you.

Position Overview:

• Applicants must be authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship.
• The client, a high-growth healthcare startup, is hiring a Customer Success Lead to take ownership of Customer Success and build it into a scalable function.
• Will succeed the Interim Head of CS, so will step into a role with real momentum and a clear mandate to shape what comes next.
• Looking for a Seasoned Account Manager who also has the operational grit to clean up early-stage operational debt and build the systems a growing CS team needs.

Responsibilities:

• Lead and develop the CS team, which currently includes offshore support and CSMs in the Philippines and a generalist ops teammate in San Francisco. This includes setting incentives and performance metrics.
• Own the largest enterprise client relationships and drive upsell, cross-sell, and long-term retention.
• Manage client escalations and own implementation, so healthcare groups launch quickly and are set up correctly across all 50 states.
• Fix operational debt by building scalable systems and processes, and roll up your sleeves to do the hands-on work yourself when needed.
• Act as a strategic thought partner to the CEO and leadership on how CS should evolve as we launch new SKUs and change our sales motion.

Required Qualifications:

• Own key client relationships and a book of business, and the trusted main contact for enterprise or strategic accounts.
• 7-10+ years in Customer Success or Account Management, ideally with a path up to CS lead or head-level scope.
• Experience in early-stage or high-growth startups, with pattern recognition for building CS team measurement and incentives.
• A proven record of upselling, managing a book of business, and building long-term client relationships.
• Experience leading client implementations or onboarding end to end, from scoping to go-live, and being measured on time-to-live and launch success.
• A university degree.
• Strong Operational Execution: Willing to inherit messy processes and build scalable ones in their place.
• Have built systems and processes, such as playbooks, onboarding workflows, or tooling, that helped a team move faster.
• Use data to find the root cause of client issues and turn it into clear recommendations.
• Clear, crisp communication. Strategic, executive-level thinking is a plus.
• A self-starter who takes initiative when things are unclear and works with a lot of autonomy.

Salary:

$120,000 - $200,000 / Year

Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.