Head of Customer Success

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

Job summary

StaffGreat.com client, a fast-growing healthcare AI company in New York, is hiring a Head of Customer Success to own its largest enterprise accounts and shape the future of enterprise CS for the organization.

You will lead a small deployment team, refine deployment playbooks, move pilots to go-live, and work to prevent churn while expanding ARR. This senior role demands strong C-suite relationship skills and healthcare/health-tech experience.

Qualifications

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

Responsibilities

• Own 5-7 strategic enterprise accounts and build relationships with C-suite stakeholders.
• Lead a team of about 4 Deployment Strategists and Forward Deployed Engineers.
• Strengthen and pressure-test CS playbooks, improving from 0.5 to 1 effectiveness.
• Move pilots to go-live, shorten deployment timelines, and maintain high account health and NRR.
• Spot technical problems in EHR/EMR integrations and collaborate with FDEs/CTO to resolve them.

Skills

Executive relationship

C-suite engagement

Enterprise CS exp

Job description

Our client, a fast-growing healthcare AI company, is hiring a Head of Customer Success to own its largest enterprise healthcare accounts. 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.

What you’ll do

• Own 5-7 strategic enterprise accounts (specialty groups with 100+ locations and potential seven-figure contracts) and build personal relationships with C-suite stakeholders
• Mentor and lead a team of about 4 Deployment Strategists and Forward Deployed Engineers
• Strengthen and pressure-test the existing deployment and CS playbooks, taking them from roughly 0.5 to 1
• 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

What we’re looking for

Must-haves

• Direct enterprise account ownership in customer success or deployments
• 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 you 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

Nice-to-haves

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