Head of Customer Success
New
I
InSite HealthHealth Technology
Exceptional remote candidates may be considered with frequent travel to client sites. Candidates located in New Jersey, Pennsylvania, or the Greater New York City area are strongly preferredFull-TimeSenior
Salary$130K - $180K
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Job Details
- Experience
- 7+ years
- Required Skills
- Change ManagementAccount ManagementRelationship managementCRM
Requirements
- 7+ years of experience in Customer Success, Account Management, or Implementation leadership.
- Proven experience building or materially scaling a Customer Success organization from an early stage.
- Demonstrated ability to design operational infrastructure, playbooks, and team structures.
- Experience managing relationships with complex institutional or enterprise customers (e.g., K-12 education, government, or healthcare).
- Strong executive presence with the ability to engage superintendents and government officials.
- Operational and analytical orientation with proficiency in CRM and customer success platform workflows.
- Experience managing complex, multi-stakeholder implementations.
- Ability and willingness to travel frequently to customer sites across Illinois and other regions.
- Excellent written and verbal communication skills.
- Experience with technology-enabled products in regulated industries is highly preferred.
Responsibilities
- Design and build the Customer Success organization from the ground up, including establishing KPIs, playbooks, and operating rhythms.
- Recruit, develop, and lead a high-performing team of Customer Success and Account Management professionals.
- Take executive ownership of customer relationships from contract signature through launch, adoption, renewal, and expansion.
- Work cross-functionally with Sales, Product, Operations, and Clinical teams to ensure smooth implementation and customer onboarding.
- Develop customer health scoring and early-warning systems to drive retention and expansion.
- Create and optimize CRM workflows, technology stacks, and automation to support scalable growth.
- Visit school districts and government client sites regularly for launches, trainings, and executive business reviews.
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