Head of Client Success

Head of Customer Success New York City | In-person | Early-stage healthcare AI company Build and lead the customer success function for a fast-growing healthcare technology business using conversational AI to improve how provider organisations manage patient access and administrative workflows. The Opportunity Our client is an early-stage healthcare AI company helping outpatient provider organisations handle high volumes of patient communication more efficiently. Its technology supports common front-office workflows such as scheduling, referrals, prescription requests, billing queries and patient outreach. The company has established meaningful early customer adoption and is now hiring a Head of Customer Success to own the post-sale customer journey, protect retention and build a repeatable expansion motion. This is a hands-on leadership role for someone who can operate strategically with senior customers while creating the systems and team needed for scale. Why Join • Join at an early stage, with clear market demand and the opportunity to shape a critical business function. • Work on a high-impact problem affecting provider efficiency, staff capacity and patient access. • Partner closely with a technically strong founding team and influence product, deployment and go-to-market decisions. • Use modern generative AI and workflow automation to improve complex healthcare operations. • Build in person with a high-ownership team that values speed, direct communication and collaboration. What You Will Own • Serve as the senior post-sale partner for the company’s most strategic customers after launch, building trusted relationships with operational, clinical and executive stakeholders. • Own net revenue retention across the customer base, including renewals, risk management, account growth and the identification of new use cases. • Create account plans and success roadmaps that connect product adoption to measurable customer outcomes. • Establish a structured operating cadence for customer reviews, internal account planning and cross-functional handoffs. • Act as the senior escalation point for complex customer, product and operational issues, working closely with engineering and deployment colleagues. • Use product and account data to monitor adoption, identify risk early and drive proactive interventions. • Build the foundations of a scalable customer success organisation, including processes, documentation, metrics and future hiring. Page 1 Confidential opportunity profile What We Are Looking For • At least five years in customer-facing, post-sale roles supporting technical healthcare products, ideally within B2B SaaS. • Experience managing or mentoring a customer-facing team, alongside a willingness to remain highly hands-on. • A strong record of owning commercial customer metrics such as retention, net revenue retention, renewals and expansion. • Confidence leading conversations with senior decision-makers and translating technical capabilities into clear operational and business value. • Enough technical fluency to triage issues, understand system dependencies at a high level and communicate effectively with engineers and non-technical stakeholders. • Strong project management instincts, with a track record of creating structure across multiple customers and workstreams. • Experience in provider-facing healthcare technology is strongly preferred. You Will Thrive Here If • You treat retention and expansion as the outcome of sustained customer value, not as separate commercial exercises. • You create practical systems before perfect systems exist. • You are comfortable defining processes from scratch and adapting them as the company grows. • You can move between executive-level account strategy and detailed problem-solving without losing pace. • You want to build and lead a team, while remaining close to customers and day-to-day execution. What Is Offered • Close partnership with the founding team and significant influence over the company’s customer strategy. • Meaningful early-stage equity. • Company-paid healthcare coverage, flexible time off and commuter support. • Regular team lunches, off-sites and company events. • The opportunity to build customer success infrastructure that supports healthcare providers and patients at scale. Interview Process • Introductory conversation focused on the opportunity, your background and mutual fit. • Practical working session based on the types of account, retention and growth challenges the role will own. • Experience and culture discussion covering customer leadership, team management and operating style. • Final in-person stage in New York, including meetings with the team and practical customer scenarios. Confidentiality note: Company-identifying details have been intentionally removed. Additional information can be shared during the recruitment process.