Head of Customer Success

Metriport • San Francisco, CA

10d • $190,000 - $250,000 • Hybrid

About The Position

Metriport is seeking a Head of Customer Success to lead the customer-facing function responsible for the entire customer lifecycle post-sales. This includes managing implementation during pilot periods, as well as expansion and renewal efforts. The Head of Customer Success will be the ultimate point of contact for all customer needs, working closely with Implementation Engineers, Technical Account Managers, and Support Engineers to enhance customer support, drive product adoption, and increase usage. This role involves acting as the voice of the customer, collaborating with Sales, Product, Engineering, and Marketing departments. It is a player/coach position, requiring hands-on account management in the early stages to understand current processes and make an immediate impact. As the team grows, the focus will shift to unblocking customers and teammates, streamlining processes, and improving key metrics.

Requirements

• 7+ years of experience with at least 5+ years of experience in Customer Success, Account Management, Solutions or Implementations
• Previous Head of CS, Head of Account Management, Head of Implementations, etc.
• Experience managing both large enterprise accounts and larger volumes of mid-tier and startup accounts.
• Experience working at an early stage startup and seeing Customer Success grow from 1 to 100. Specifically, you’ve been at an early stage startup between Seed and Series C.
• Comfortable taking an ambiguous objective, breaking it down to ensure alignment, identifying the most efficient way to accomplish it, and executing.
• You were an engineer in a past life and still use your skills within non-engineering roles.
• Based in San Francisco (or willing to relocate) to work from our South Beach office.
• Low ego, high ownership. You are someone who asks "Why can't this be done in 3 days?" instead of 3 weeks.

Nice To Haves

• Experience within the healthcare space; specific experience in healthcare interoperability is a significant bonus.

Responsibilities

• Account Health: Creating an account health measurement and resulting actions/policies to ensure success of all customers.
• Global Customer Success Metrics: GRR, NRR, logo retention, NPS, and more!
• Final Resolutions: Ensuring Customer Success can resolve customer needs swiftly and appropriately. The buck stops with you!
• Customer Insights: Creating a system for Customer Success to successfully be voice of the customer - sharing vital insights across the organization.
• Leading the Team: Implementing processes and systems, upskilling team members, and eventually leading CS hiring efforts.

Benefits

• Competitive equity + compensation package
• Full family Platinum health insurance, dental, and vision coverage
• 401(k) retirement plan + matching
• Flexible work from home or in-office
• Healthy lunches complimentary when in-office (and breakfast + dinners as needed)
• Quarterly company off-sites with the team
• MacBook provided by us
• Unlimited PTO

What This Job Offers

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