Customer Success Lead

TalentHop; United States; Remote; USD 120,000 - 200,000; Full time

Benefits offered by this job

Remote work

Equity opportunity

Job summary

TalentHop is seeking a Customer Success Lead to strengthen strategic client relationships and drive account expansion. This role owns key customer portfolios, ensures successful onboarding, and partners with leadership to evolve CS strategies for growth and operational excellence.

Applicants should have 7–10+ years in CS/AM, proven ownership of strategic accounts, and experience with onboarding software implementations from requirements to go-live. Remote work with ET hours is supported.

Qualifications

• 7–10+ years in Customer Success, Account Management, or related client-facing roles.
• Proven ownership of strategic accounts including retention, relationship management, and expansion.
• Experience leading customer onboarding or software implementation from requirements gathering to go-live.
• Ability to manage escalations, resolve operational issues, and improve customer outcomes.
• Experience building scalable processes, workflows, and performance measurement systems.
• Background in early-stage or high-growth startup environments.
• Strong analytical skills for root cause analysis and recommending improvements.
• Excellent communication, stakeholder management, and problem-solving abilities.

Responsibilities

• Own strategic and enterprise customer relationships as the main contact for key accounts.
• Manage a portfolio of clients to strengthen long-term partnerships and identify upselling and cross-selling opportunities.
• Drive customer onboarding and implementation from scoping through go-live.
• Resolve customer escalations by identifying root causes and coordinating solutions with internal teams.
• Build scalable customer success processes, including onboarding workflows, playbooks, performance metrics, and reporting systems.
• Identify operational gaps and maintain hands-on involvement with daily execution as 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.
• Collaborate with leadership to evolve customer success strategy as products and sales expand.
• Work with cross-functional teams to enhance customer outcomes.

Skills

Account management

Customer onboarding

Escalation handling

Data analysis

Stakeholder management

Communication

Problem solving

Independent work

Time management

Education

University degree

Job description

This organization operates in the healthcare technology sector, focusing on helping healthcare organizations manage compliance and operational workflows. Addressing challenges in maintaining regulatory compliance and optimizing operations, the program supports healthcare providers by delivering solutions that streamline these processes. It is experiencing rapid growth, indicating expanding impact within the healthcare technology space.

About the Opportunity:

The CUSTOMER SUCCESS LEAD role is designed to strengthen strategic client relationships, improve customer retention, and drive account expansion. This position is responsible for owning key customer relationships, managing client portfolios, and building scalable customer success operations. The role contributes by ensuring successful customer onboarding, resolving escalations, and partnering with leadership to evolve customer success strategies that support growth and operational excellence.

Responsibilities:

• Own strategic and enterprise customer relationships as the main contact for key accounts.
• Manage a portfolio of clients to strengthen long-term partnerships and identify upselling and cross-selling opportunities.
• Drive customer onboarding and implementation from scoping through go-live.
• Resolve customer escalations by identifying root causes and coordinating solutions with internal teams.
• Build scalable customer success processes, including onboarding workflows, playbooks, performance metrics, and reporting systems.
• Identify operational gaps and maintain hands-on involvement with daily execution as 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.
• Collaborate with leadership to evolve customer success strategy as products and sales expand.
• Work with cross-functional teams to enhance customer outcomes.

Requirements:

• 7 to 10+ years of experience in Customer Success, Account Management, or related client-facing roles.
• Proven ownership of strategic accounts including retention, relationship management, and expansion.
• Experience leading customer onboarding or software implementation from requirements gathering to go-live.
• Ability to manage escalations, resolve operational issues, and improve customer outcomes.
• Experience building scalable processes, workflows, and performance measurement systems.
• Background in early-stage or high-growth startup environments.
• Strong analytical skills for root cause analysis and recommending improvements.
• Excellent communication, stakeholder management, and problem-solving abilities.
• Ability to work independently, balance strategic planning with execution, and take initiative.
• University degree.
• Capability to work remotely while maintaining Eastern Time business hours.

Preferred Qualifications:

• Experience in healthcare technology, compliance, or operations.
• Experience leading or developing a Customer Success team.
• Experience managing enterprise customers and complex implementations.
• Familiarity with customer success metrics, renewal forecasting, and operational reporting.
• Experience improving processes in rapidly scaling organizations with limited established systems.

Pay Range and Compensation Package:

• Base salary range of $120,000 to $200,000 per year, based on experience and qualifications.
• Target on-target earnings of $150,000 to $250,000, including performance-based compensation.
• Competitive equity opportunity, subject to company terms.
• Remote work arrangement with flexibility for eligible locations.

Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.