Head of Client Success

Storm3; New York (NY); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Equity

Company-paid healthcare

Flexible time off

Commuter support

Team lunches and events

Job summary

Storm3 is seeking a Head of Customer Success in New York City for an in-person, early-stage healthcare AI venture. You will lead the post-sale journey, protect retention, and build a scalable success function.

The role partners with a strong founding team to shape product, deployment, and go-to-market decisions, applying generative AI and workflow automation to healthcare operations. You will own strategic customer relationships, drive renewals and expansion, and design the operating rhythm for

Qualifications

• Minimum 5+ years in customer-facing, post-sale roles in healthcare tech/B2B SaaS.
• Proven experience managing and mentoring a customer-facing team.
• Track record of owning retention, net revenue retention, renewals and expansion.

Responsibilities

• Own post-sale relationships with strategic customers after launch.
• Own net revenue retention across the customer base.
• Create account plans and success roadmaps linking adoption to outcomes.
• Establish structured operating cadence for reviews and handoffs.
• Escalation point for complex customer, product and operational issues.

Skills

Customer success leadership

Account management

Retention & expansion

Executive stakeholder management

Operational process design

Team development

Job description

Head of Customer Success New York City | In-person | Early-stage healthcare AI company Build and lead the customer success function for a fast-growing healthcare technology business using conversational AI to improve how provider organisations manage patient access and administrative workflows. The Opportunity

The Opportunity

Our client is an early-stage healthcare AI company helping outpatient provider organisations handle high volumes of patient communication more efficiently. Its technology supports common front-office workflows such as scheduling, referrals, prescription requests, billing queries and patient outreach. The company has established meaningful early customer adoption and is now hiring a Head of Customer Success to own the post‑sale customer journey, protect retention and build a repeatable expansion motion. This is a hands‑on leadership role for someone who can operate strategically with senior customers while creating the systems and team needed for scale.

Why Join

• Join at an early stage, with clear market demand and the opportunity to shape a critical business function.
• Work on a high‑impact problem affecting provider efficiency, staff capacity and patient access.
• Partner closely with a technically strong founding team and influence product, deployment and go‑to‑market decisions.
• Use modern generative AI and workflow automation to improve complex healthcare operations.
• Build in person with a high‑ownership team that values speed, direct communication and collaboration.

What You Will Own

• Serve as the senior post‑sale partner for the company’s most strategic customers after launch, building trusted relationships with operational, clinical and executive stakeholders.
• Own net revenue retention across the customer base, including renewals, risk management, account growth and the identification of new use cases.
• Create account plans and success roadmaps that connect product adoption to measurable customer outcomes.
• Establish a structured operating cadence for customer reviews, internal account planning and cross‑functional handoffs.
• Act as the senior escalation point for complex customer, product and operational issues, working closely with engineering and deployment colleagues.
• Use product and account data to monitor adoption, identify risk early and drive proactive interventions.
• Build the foundations of a scalable customer success organisation, including processes, documentation, metrics and future hiring.

What We Are Looking For

• At least five years in customer‑facing, post‑sale roles supporting technical healthcare products, ideally within B2B SaaS.
• Experience managing or mentoring a customer‑facing team, alongside a willingness to remain highly hands‑on.
• A strong record of owning commercial customer metrics such as retention, net revenue retention, renewals and expansion.
• Confidence leading conversations with senior decision‑makers and translating technical capabilities into clear operational and business value.
• Enough technical fluency to triage issues, understand system dependencies at a high level and communicate effectively with engineers and non‑technical stakeholders.
• Strong project management instincts, with a track record of creating structure across multiple customers and workstreams.Experience in provider‑facing healthcare technology is strongly preferred.

You Will Thrive Here If

• You treat retention and expansion as the outcome of sustained customer value, not as separate commercial exercises.
• You create practical systems before perfect systems exist.
• You are comfortable defining processes from scratch and adapting them as the company grows.
• You can move between executive‑level account strategy and detailed problem‑solving without losing pace.
• You want to build and lead a team, while remaining close to customers and day‑to‑day execution.

What Is Offered

• Close partnership with the founding team and significant influence over the company’s customer strategy.
• Meaningful early‑stage equity.
• Company‑paid healthcare coverage, flexible time off and commuter support.
• Regular team lunches, off‑sites and company events.
• The opportunity to build customer success infrastructure that supports healthcare providers and patients at scale.

Interview Process

• Introductory conversation focused on the opportunity, your background and mutual fit.
• Practical working session based on the types of account, retention and growth challenges the role will own.
• Experience and culture discussion covering customer leadership, team management and operating style.
• Final in‑person stage in New York, including meetings with the team and practical customer scenarios.

Confidentiality note: Company‑identifying details have been intentionally removed. Additional information can be shared during the recruitment process.