Head of Customer Success

About the company

Our client is a healthcare technology company.

The role

Raydar is recruiting for this role on behalf of our client. Lead the customer success function as a player-coach, personally managing a small portfolio of top accounts while guiding a small team. The work spans senior-level relationship building, getting customers live after initial pilots, and improving the team's operating playbooks.

What you'll do

- Manage a portfolio of strategic accounts and build strong working relationships with senior leaders at those customers, which makes up most of the role.

- Coach and lead a small team of deployment and technical specialists.

- Review and strengthen existing deployment and customer success playbooks so they become a more repeatable process.

- Move customers from pilot to go-live, shorten deployment timelines, and protect account health and net revenue retention.

- Reduce churn by working proactively with customers to realize the value of their contracts.

- Identify technical issues in customer system integrations at a high level and partner with engineering leadership to resolve them.

- Take over existing key customer relationships from technical leadership.

Requirements

What we're looking for

- Five or more years in a role accountable for large business customers and their ongoing relationships.

- Hands-on ownership of enterprise accounts within customer success or deployment work.

- Credibility and rapport with top-level leaders, so you can step into key accounts right away.

- Track record supporting customers after the sale on technical products that need tailored integrations, ideally in healthcare or B2B SaaS.

Bonus points

- Some experience managing one or two direct reports.

- Background in solutions engineering.

Benefits

Compensation and benefits

- Base salary: USD 170,000 to 230,000 per year

- Equity

- Health, dental and vision coverage

- Commuter benefits

- Flexible time off

Location and work model

- New York, NY, United States

- On-site, 5 days per week in office

- Full-time