Customer Success Team Lead (Onboarding / Success)

Rockstar • New York, NY

1d • Hybrid

About The Position

Rockstar is recruiting for a mobile-first digital product studio that turns ideas into extraordinary experiences. They are a team of dynamic and savvy professionals who know how to create killer digital products. Our lean structure and remote team mean we can move fast while still delivering top-notch technology and design. The client is building infrastructure that makes healthcare innovation easier. The organizations they support already serve millions and manage large-scale healthcare operations across the U.S. They work with leading healthcare groups backed by top Silicon Valley investors such as Sequoia, General Catalyst, Y Combinator, Kleiner Perkins, Stanford, Khosla Ventures, and others. The mission is to enable more advancement in healthcare — making care more accessible and affordable for patients. About the Team The leadership previously founded and scaled a national digital health company, backed by renowned investors, that grew from a small team into a large-scale organization and was successfully acquired. They are a tight-knit team driven to move fast, tackle some of the biggest challenges in healthcare, and ultimately improve patient lives. About the Role The business continues to grow, with fast-growing healthcare companies as partners. With this growth, they are looking for a Customer Success Lead to work closely with the CEO and members of the leadership team to help manage the next level of scale. Specifically, this role will manage and lead the growing Customer Success team, which focuses on helping new groups onboard onto, and succeed with, the platform.

Requirements

• Operational excellence with an extremely high volume of output on a daily basis.
• Ability to wear multiple hats and context-switch across functions based on team needs.
• Excellent leadership skills and a demonstrated ability to inspire a team.
• Talent magnetism — exceptional people want to work with you.
• Strong attention to detail and a track record of getting details right.
• Self-motivated, resourceful, and quick to take initiative in ambiguous situations.
• Interest in working in healthcare and supporting healthcare innovation.
• Leadership and drive, with a hunger for self-improvement and a desire to be around high-performing teammates.
• Excitement about a fast-paced startup culture with high autonomy and ambiguity.
• Ability to identify process improvement opportunities and creatively structure operations.
• 3–5+ years of experience in customer success or related roles.

Responsibilities

• Help lead key aspects of operations, overseeing workflows and people managing teammates across the Client Success team.
• Own important cross-functional projects that are leadership’s top priority. The candidate will work closely with the CEO and other members of the leadership team to scale the business.
• Manage either the onboarding or retention team, serving as an escalation point for the team you lead and helping unblock clients.
• Act as the main point of contact for high-priority clients, owning their onboarding experience, helping them get set up with the services, and supporting their satisfaction as they scale.
• Help build rigorous systems to increase productivity and effectiveness as the company reaches the next 10x of scale.
• Proactively remove process roadblocks (and the most complex client challenges) that stand in the way of the Client team’s success and momentum.
• Support hiring and onboarding of new teammates across Client Success and Ops as the company rapidly grows.
• Lead and develop the existing Ops organization by providing mentorship, coaching, and building leaders.
• Inspire the team through leadership, drive, grit, empathy, and high-velocity execution.

Benefits

• Highly competitive salary and equity.
• Compassionate, fun, and mission-driven culture of excellence and innovation.
• Significant growth and advancement opportunities as the company scales.
• Hybrid setup; must be based in New York or Toronto.
• Paid Time Off, including vacation days and paid holidays.
• Comprehensive health plans.
• Culture of mentorship, learning, independence, and critical thinking.
• Preference for Eastern Time (EST) working hours, with some flexibility across North America.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed