Head of Customer Success

Success Matcher Recruitment; New York (NY); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Healthcare benefits (100% covered)

Flexible PTO

Relocation support

Quarterly retreats

Job summary

Success Matcher Recruitment's client is rebuilding how healthcare organizations communicate with AI-driven workflows. The role reports to the CTO and will own 5–7 strategic enterprise accounts, leading a team of deployment strategists and engineers to establish a new enterprise Customer Success function.

You will cultivate direct C-suite relationships, mentor a growing team, and refine deployment playbooks to accelerate go-lives while protecting Net Revenue Retention.

Qualifications

• 4–5+ years in enterprise customer success or deployments within a health tech or tech B2B SaaS startup.
• Direct ownership of strategic enterprise relationships end-to-end.
• Technical product experience with post-sales management for integrations (EHR/EMR, ERP, or complex SaaS).
• Player-coach mindset with hands-on account management and leadership.
• Location and eligibility: on-site in New York 5 days a week.

Responsibilities

• Own strategic enterprise accounts and build direct C-suite relationships.
• Lead and develop a growing team of Deployment Strategists and Forward Deployed Engineers.
• Refine deployment playbooks, accelerate go-live timelines, protect Net Revenue Retention, and mitigate churn.
• Collaborate with engineering leadership to resolve high-level integration friction points.

Skills

Enterprise CS

Account ownership

Team leadership

Post-sales tech experience

Hands-on management

Job description

About the role

Our client is rebuilding how healthcare organizations communicate in the era of artificial intelligence. Theirautonomous AI agents handle critical workflows end-to-end—managing patient scheduling, complex billing inquiries, and prescription refills—enabling care teams to focus entirely on patients.

Having already processed hundreds of thousands of patient interactions across 20+ medical specialties, health systems, and a $5B health insurer, our client is expanding rapidly with significant contracted revenue ready to unlock.

Role Overview

Reporting directly to the CTO, this player-coach role will take ownership of 5–7 strategic enterprise accounts directly from executive leadership, manage a dedicated team of deployment strategists and engineers, and build the enterprise Customer Success function from the ground up.

Key Responsibilities

• Strategic Account Ownership: Manage strategic enterprise accounts and build direct C-suite relationships.
• Team Leadership & Development: Direct, mentor, and coach a growing team of Deployment Strategists and Forward Deployed Engineers.
• Playbooks & Process Refinement: Refine deployment playbooks, accelerate go-live timelines, protect Net Revenue Retention (NRR), and mitigate churn.
• Technical Integration Support: Identify high-level EHR/EMR or software integration friction points and collaborate closely with engineering leadership to drive resolutions.

Qualifications

• 4–5+ years of enterprise customer success or deployments experience within a Series A–D health tech or technical B2B SaaS startup.
• Direct Account Ownership: Demonstrated track record of personally managing strategic enterprise relationships end-to-end.
• Technical Product Experience: Post-sales management background for technical products requiring custom enterprise integrations (EHR/EMR, ERP, or complex SaaS).
• Player-Coach Mindset: Demonstrated appetite for hands-on account management alongside team leadership.
• Location & Eligibility: Ability to work on-site 5 days a week in New York.

Perks & Benefits

• 100% company-covered healthcare benefits, flexible PTO, relocation support, and quarterly retreats.