Role Overview
The Head of Customer Success will serve as the primary point of contact for strategic accounts, build deep relationships with key stakeholders, and take accountability for NRR across the full customer base.
What You Will Do
The Head of Customer Success will lead weekly syncs and quarterly reviews, track usage patterns, identify at-risk accounts, and proactively intervene to maximize account value.
Why It Might Be a Fit
The ideal candidate is energized by customer relationships, sees renewals and expansions as the natural result of delivering exceptional value, and can thrive in ambiguity where they’ll define processes from scratch.
Requirements
- 5+ years in a customer-facing role managing post-sales relationships for technical products in healthcare, ideally in B2B SaaS
- Proven track record owning revenue metrics (NRR, retention, expansion) and identifying upsell and cross-sell opportunities
- Comfortable leading meetings with key stakeholders, building trust with senior decision-makers, and translating technical concepts into business value
- Able to triage technical issues, understand system architecture at a high level, and communicate effectively with both engineers and non-technical customers
- Strong project management instincts with attention to detail
Benefits
- Meaningful equity
- Comprehensive benefits
- 100% covered healthcare
- Flexible time off
- Commuter benefits
- Weekly team lunches
- Quarterly retreats
- Monthly team events
To apply for this job please visit jobs.ashbyhq.com.
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