Head of Customer Success

ECLARO; New York (NY); On-site; USD 170,000 - 230,000; Full time

Job summary

ECLARO is seeking a Head of Customer Success for a healthcare AI client in New York, NY. You will own enterprise accounts and shape the customer success strategy, partnering with executives to drive adoption and revenue.

You will mentor a deployment team, refine CS playbooks, and oversee pilots from go-live to scale. 4+ years in enterprise CS or deployments in healthcare/B2B SaaS and strong C-suite relationship skills are required. Authorization to work in the U.S. is necessary.

Qualifications

• Direct enterprise account ownership in customer success or deployments.
• 4+ years in enterprise customer success or deployment at a Series A-D startup, ideally in healthcare/health tech.
• Experience managing post-sales for technical products requiring custom enterprise integrations in healthcare/B2B SaaS.
• Ability to quickly build personal relationships with C-suite and executive decision-makers.

Responsibilities

• Own 5–7 strategic enterprise accounts (100+ locations, potential seven-figure contracts) and build relationships with C-suite stakeholders.
• Mentor and lead a team of Deployment Strategists and Forward Deployed Engineers (~20%).
• Strengthen and pressure-test deployment and CS playbooks to improve efficiency and scalability.
• Move pilots to go-live, shorten deployment timelines, and maintain strong account health and net revenue retention.
• Spot technical problems in EHR/EMR integrations and coordinate with FDEs/CTO to resolve them.

Skills

Enterprise ownership

Exec relationships

Team leadership

Healthcare SaaS

Job description

Job Number: 26-01910

New York, NY

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.

Ready for your next career move? We are looking for a Head of Customer Success for our client in New York, NY. 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:

• Our client, a fast-growing healthcare AI company, is hiring a Head of Customer Success to own its largest enterprise healthcare accounts.
• You'll take these relationships over from the CTO, who has led them so far.
• There is a lot of contracted ARR still to unlock, and you'll shape what enterprise customer success looks like at one of the fastest-growing AI companies in health tech.
• Applicants must be authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship

Responsibilities:

• Own 5-7 strategic enterprise accounts (specialty groups with 100+ locations and potential seven-figure contracts) and build personal relationships with C-suite stakeholders (~60% of the role)
• Mentor and lead a team of about 4 Deployment Strategists and Forward Deployed Engineers (~20%)
• Strengthen and pressure-test the existing deployment and CS playbooks, taking them from roughly 0.5 to 1 (~20%)
• Move pilots to go-live, shorten deployment timelines, and keep account health and NRR strong while preventing churn
• Spot technical problems in EHR/EMR integrations at a high level, and work with the FDEs and CTO to get them resolved

Required Qualifications:

• Direct enterprise account ownership in customer success or deployments (baseline requirement)
• 4+ years of enterprise customer success or deployment experience at a Series A-D startup, ideally in healthcare or health tech (Big companies only work if the person truly owned the relationship & they are within healthcare).
• Experience managing post-sales for technical products that require custom (not out-of-the-box) enterprise integrations, in healthcare or B2B SaaS
• Ability to quickly build personal relationships and trust with C-suite and executive decision-makers, so you can take ownership of key accounts right away

Preferred Qualifications:

• Solutions engineering background (a strong signal)
• 1+ year managing 1-2 or more direct reports (a strong signal)

Salary: $170000.00-$230000.00/year

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.