Head of Customer Success

The role

The Head of Customer Success will lead the customer facing function owning the full customer life cycle post sales. You will manage implementation, expansion, and renewal efforts while working with Implementation Engineers, Technical Account Managers, and Support Engineers.

What you will do

• Creating an account health measurement and resulting actions/policies
• Managing global customer success metrics like GRR, NRR, logo retention, and NPS
• Ensuring Customer Success can resolve customer needs swiftly
• Creating a system for Customer Success to share vital insights across the organization
• Implementing processes and systems
• Upskilling team members
• Leading CS hiring efforts
• Owning accounts in the early days
• Unblocking customers and teammates
• Streamlining processes and improving key metrics

Required qualifications

• 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 between Seed and Series C
• Comfortable taking an ambiguous objective, breaking it down, and executing
• Was an engineer in a past life and still uses those skills within non engineering roles
• Based in San Francisco or willing to relocate to work from the South Beach office
• Low ego, high ownership mindset

Nice to have

• Experience within the healthcare space
• Specific experience in healthcare interoperability

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
• Breakfast + dinners as needed
• MacBook provided
• Unlimited PTO

About the company

Metriport is a technology company that operates in healthcare, building infrastructure to connect and transform medical data. They have raised $28.4 million and serve over 100 customers.