Head of Customer Success
About The Position
The Head of Customer Success leads the organization’s customer success strategy, driving client satisfaction, retention, adoption, and growth throughout the client lifecycle. The role provides leadership for Customer Success, Implementation, and related client-facing functions, ensuring healthcare clients achieve measurable value from Staritas solutions. It partners closely with Sales, Product, Technology, Operations, and Executive Leadership to strengthen client relationships, improve client outcomes, and support organizational growth. The position oversees client onboarding, implementation, adoption, renewals, and escalations; leads and develops Customer Success and Implementation team members; and builds executive-level relationships with key clients and stakeholders. It establishes performance measures, analyzes customer and healthcare performance data, develops scalable processes and best practices, and presents performance metrics and strategic recommendations to leadership. This is a fully remote position with travel of up to 10% based on business needs. Employees may also be expected to attend in-person meetings, team gatherings, or organizational events several times per year, with advance notice.
Requirements
- Bachelor's degree in Business Administration, Healthcare Administration, Management, Communications, or a related field.
- Minimum of seven years of progressive leadership in customer success, account management, client services, healthcare technology, or a related field.
- Demonstrated success leading customer-facing teams and driving client retention, satisfaction, and adoption initiatives.
- Proven ability to develop customer success strategies, performance metrics, and scalable operational processes.
- Strong background managing strategic client relationships and engaging executive-level stakeholders.
- Ability to collaborate with cross-functional teams to achieve client and organizational objectives.
- Knowledge of healthcare provider environments, including hospitals, health systems, physician practices, and other care settings.
- Experience using healthcare analytics, performance measures, and data-driven insights to improve client outcomes and operational effectiveness.
- Proficiency with CRM, customer success, and client relationship management platforms.
- Strong analytical skills and ability to interpret customer success, adoption, retention, and healthcare performance metrics.
- Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, Outlook, and Teams.
- Familiarity with SaaS applications, healthcare technology platforms, and cloud-based solutions.
- Understanding of healthcare analytics, data visualization, and performance reporting.
- Knowledge of healthcare data privacy, security, and regulatory requirements, including HIPAA.
Nice To Haves
- Background in healthcare technology, SaaS, revenue cycle management, population health, healthcare analytics, or related healthcare services.
- Familiarity with quality improvement, supply chain, clinical, operational, or financial analytics solutions.
- Leadership of implementation, onboarding, professional services, or customer-facing operations teams.
- Contributions to client retention, growth, and account expansion strategies.
Responsibilities
- Develop and execute the customer success strategy to drive client satisfaction, retention, adoption, and account growth.
- Lead, mentor, and develop Customer Success and Implementation team members.
- Establish and monitor KPIs related to client health, retention, adoption, and overall satisfaction.
- Build and maintain executive-level relationships with key clients and stakeholders.
- Oversee client onboarding, implementation, adoption, renewal, and escalation processes.
- Partner with Sales to support account retention, expansion opportunities, and strategic client initiatives.
- Collaborate with Product, Technology, and Operations teams to advocate for client needs and improve service delivery.
- Analyze customer success metrics and feedback to identify trends, risks, and opportunities for improvement.
- Develop scalable processes, tools, and best practices to support a growing client base.
- Lead resolution of high-priority client concerns and drive continuous improvement initiatives.
- Prepare and present customer success performance metrics and strategic recommendations to leadership.
- Perform other duties as assigned.
Benefits
- Competitive salary and performance bonus program.
- Comprehensive benefits package including 401(k) match.
- 19 days of PTO per year and 10 holidays per year.
- Medical, dental, and vision coverage.
- Retirement savings plans with company contributions.
- Paid time off and company holidays.
- Paid parental and family leave.
- Employee assistance and wellness resources.
- Life and disability insurance.
- Professional development opportunities.
- Flexible work arrangements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
