Senior Customer Success Lead for Enterprise & Ops (SF)

ECLARO; San Francisco (CA); Presencial; USD 120.000 - 200.000; Jornada completa

Descripción de la vacante

ECLARO in San Francisco, CA is seeking a Customer Success Lead to own and scale our CS function for a fast-growing healthcare startup. You will lead a team, manage enterprise relationships, and drive retention and revenue expansion across large accounts.

We expect 7–10+ years in Customer Success or Account Management, experience implementing end-to-end onboarding, and a data-driven approach. You will partner with the CEO to evolve CS as we launch new SKUs and scale nationwide.

Formación

• 7–10+ years in Customer Success or Account Management.
• Experience in early-stage or high-growth startups.
• Proven record of upselling and managing a book of business.
• Experience leading client implementations or onboarding end to end.
• Strong data-driven decision making.
• Clear, strategic communication.

Responsabilidades

• Lead and develop the CS team, including offshore support and CSMs in the Philippines and a generalist ops teammate in San Francisco. This includes setting incentives and performance metrics.
• Own the largest enterprise client relationships and drive upsell, cross-sell, and long-term retention.
• Manage client escalations and own implementation, so healthcare groups launch quickly and are set up correctly across all 50 states.
• Fix operational debt by building scalable systems and processes, and roll up your sleeves to do the hands-on work yourself when needed.
• Act as a strategic thought partner to the CEO and leadership on how CS should evolve as we launch new SKUs and change our sales motion.

Conocimientos

Customer Success

Account Management

Enterprise relationships

Upselling

Operational execution

Educación

University degree

Descripción del empleo

ECLARO in San Francisco, CA is seeking a Customer Success Lead to own and scale our CS function for a fast-growing healthcare startup. You will lead a team, manage enterprise relationships, and drive retention and revenue expansion across large accounts.

We expect 7–10+ years in Customer Success or Account Management, experience implementing end-to-end onboarding, and a data-driven approach. You will partner with the CEO to evolve CS as we launch new SKUs and scale nationwide.