Customer Success Lead - Health Tech

We're looking for a proactive and strategic Customer Success Lead to help healthcare organizations successfully adopt and get the most out of our platform. In this role, you’ll partner closely with clinical, IT, and leadership teams across provider networks and health plans to ensure seamless implementation, strong engagement, and long-term satisfaction. You’ll also work closely with internal teams to help shape the product based on real customer feedback.

What You’ll Be Doing:

- Onboarding & Engagement

• Take the lead on onboarding new clients, ensuring smooth setup and training to drive adoption.
• Develop learning resources and training programs that help users understand and use the platform effectively.
• Collaborate with implementation and IT stakeholders to align technical workflows and manage project delivery.

- Customer Experience & Retention

• Track usage and engagement metrics to identify opportunities for deeper adoption.
• Work hand-in-hand with product and R&D teams to fine-tune the platform based on user input.

- Growth & Process Improvement

• Design and implement repeatable processes for onboarding, support, and customer success as the organization scales.
• Create guides, documentation, and toolkits to enhance the efficiency of customer support operations.

- Relationship Management

• Act as the go-to contact for customer teams, anticipating needs and providing ongoing support.
• Build strong, trusted partnerships with stakeholders across clinical, technical, and executive levels.

What You Bring:

• Fluent English communication (written and spoken)
• At least 3 years of experience in a B2B customer success role
• Excellent relationship-building and communication skills
• Willingness to travel for on-site customer meetings in New York weekly and across the U.S. monthly
• Bonus points if you’ve worked in healthcare, especially in Population Health or Care Management