Head of Customer Success
M
MedsenderHealthcare software
Remote (US or Canada)Full-TimeDirector
Salary$155K - $190K; $155K – $190K • Offers Equity • Offers Bonus
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Job Details
- Experience
- 7+ years in customer success or customer operations, including 3+ years managing across more than one function.
- Required Skills
- Customer SuccessCRM
Requirements
- Have 7+ years of experience in customer success or customer operations.
- Have 3+ years managing across more than one function.
- Have owned a gross retention number and improved it, with examples of the starting rate, results, and actions taken.
- Have run or worked closely with implementation and understand how onboarding quality can affect outcomes months later.
- Have operated at SMB scale with hundreds of accounts and small ACVs.
- Be hands-on with CRM and customer data, including building an initial health-scoring model.
- Demonstrate people development and sound judgment about team structure.
- Healthcare or health-tech experience is strongly preferred, including familiarity with practice workflows, EHR integrations, or HIPAA.
- Experience with AI-enabled products, support tooling, customer deflection, expansion quotas, or HubSpot is a plus.
Responsibilities
- Diagnose churn patterns and build health scoring and account coverage models to surface risk early.
- Improve gross retention and explain the factors behind changes in the metric.
- Make expansion motions systematic, including product sequencing, timing, and ownership of customer asks.
- Partner with sales on hand-offs for expansion deals that need an account executive.
- Set measurable time-to-value targets by segment and connect onboarding quality to first-year retention.
- Own support responsiveness and quality, and build deflection through documentation, in-product guidance, and AI-assisted triage.
- Define customer journey stages from contract to renewal and assign owners to each hand-off.
- Bring customer behavior and insights to product on a predictable cadence.
- Assess, develop, and structure the team, and hire as the customer book grows.
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