Head of Customer Success

Success Matcher Recruitment; New York (NY); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Healthcare benefits

Flexible PTO

Relocation support

Weekly team lunches

Quarterly retreats

Job summary

Success Matcher Recruitment is partnered with a market-leading healthcare tech client in New York. The role leads 5-7 strategic enterprise accounts from executive leadership, managing a team of deployment strategists and engineers, and building the enterprise Customer Success function from the ground up.

The position requires 4-5+ years in enterprise CS or deployments within health tech or B2B SaaS, with a hands-on, player-coach approach and on-site work five days a week in New York.

Qualifications

• 4-5+ years of enterprise customer success or deployments experience within health tech or technical B2B SaaS in a Series A-D startup.
• Direct ownership of strategic enterprise relationships end-to-end.
• Post-sales management for technical products requiring complex integrations (EHR/EMR, ERP, or SaaS).

Responsibilities

• Strategic account ownership and build direct C-suite relationships.
• Lead, mentor, and coach a growing deployment team.
• Refine deployment playbooks, accelerate go-live timelines, protect Net Revenue Retention, reduce churn.
• Support technical integrations with engineering to resolve friction points.

Skills

Strategic account ownership

Direct account ownership

Technical product experience

Player-coach mindset

New York on-site

Job description

About the role

Our client is rebuilding how healthcare organizations communicate in the era of artificial intelligence. Their autonomous 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, weekly team lunches, and quarterly retreats.