Customer Success Lead, Enterprise

Role Overview

This role sits at the center of high-value enterprise relationships, ensuring that complex customers achieve measurable outcomes from a fast-scaling AI-driven platform transforming medical record retrieval. You will own a portfolio of enterprise accounts, acting as the primary post-sale partner responsible for adoption, retention, expansion, and overall account health.

What You Will Do

Lead onboarding, drive strategic business reviews, and ensure customers consistently realize value. Monitor account health metrics, maintain detailed documentation, and proactively manage at-risk accounts with recovery strategies. Drive expansion within existing accounts by identifying upsell opportunities across volume, service lines, and organizational footprint.

Why It Might Be a Fit

This is a high-impact position where success is defined by retention, expansion, and long-term customer partnership strength. You will lead onboarding, drive strategic business reviews, and ensure customers consistently realize value.

Requirements

• 4–7 years of experience in B2B Customer Success, Account Management, or similar roles within SaaS, legal tech, healthcare tech, or workflow platforms
• Proven success managing enterprise accounts with strong retention, expansion, and net revenue retention performance
• Strong executive communication skills with experience leading QBRs and engaging senior stakeholders
• Highly structured and process-oriented mindset with experience building repeatable customer success frameworks
• Strong ability to identify expansion signals and translate them into measurable revenue opportunities
• Experience working with CRM or customer success tools such as Salesforce, HubSpot, Gainsight, or similar platforms
• Comfortable operating in early-stage, high-growth environments requiring initiative and autonomy
• Strong organizational skills with the ability to manage multiple complex enterprise relationships simultaneously

Benefits

• Competitive compensation aligned with experience and enterprise-level responsibility
• Opportunity to contribute to a rapidly scaling, well-funded AI-driven technology company
• Remote-first work environment across the United States
• High-impact role with direct influence on product direction and company strategy
• Strong cross-functional collaboration with leadership, product, and operations teams
• Career growth opportunities in a high-expansion, category-defining organization
• Dynamic, fast-paced environment focused on innovation and measurable customer outcomes