Head of Customer Success — Equity & Scalable Lifecycle

Confido Health, Inc.; New York (NY); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Equity

Fully paid health coverage through AET

Top-tier dental and vision coverage

Carrot Fertility Pro

12 weeks of paid parental leave

Unlimited PTO

401(k) through Vestwell

Paid relocation support

Fully equipped workspace with stipend

Team perks — catered lunches, dinners,

Job summary

Confido Health, Inc. is seeking a Head of Customer Success to build and lead a high‑performing CS team as we scale in New York City.

You’ll own the full customer lifecycle—from onboarding and adoption to renewal and expansion—and mentor a team of CSMs who make our customers successful. You’ll set the strategy, create playbooks and metrics, and work closely with Sales, Product, and Leadership to turn customer insights into roadmap input while owning retention metrics that matter.

Qualifications

• 8+ years in customer success or related B2B SaaS roles with leadership experience.
• Proven ability to build and scale CS teams and processes.
• Strong cross-functional collaboration with sales, product, and leadership.
• Track record of improving retention, expansion, and customer health metrics.
• Data-driven mindset and comfort with AI-enabled workflows.

Responsibilities

• Own the full customer lifecycle from onboarding to renewal and expansion.
• Build and lead a world‑class CS team; hire, coach, and develop talent.
• Develop playbooks, health scoring, and scalable processes.
• Collaborate with Sales, Product, and Leadership to align on roadmap.
• Hands-on management of key accounts and critical escalations.
• Drive retention metrics and customer outcomes at scale.

Skills

Customer Success Leadership

People Management

Strategic Planning

Cross-functional Collaboration

Data-driven Decision Making

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Looker/BI tools

Job description

Confido Health, Inc. is seeking a Head of Customer Success to build and lead a high‑performing CS team as we scale in New York City.

You’ll own the full customer lifecycle—from onboarding and adoption to renewal and expansion—and mentor a team of CSMs who make our customers successful. You’ll set the strategy, create playbooks and metrics, and work closely with Sales, Product, and Leadership to turn customer insights into roadmap input while owning retention metrics that matter.