Head of Customer Success

As the Head of Customer Success, you will lead Metriport's customer facing function that owns the full customer life cycle post sales. This means everything from our implementation efforts during pilot period to our expansion and renewal efforts. You will be the final stop for all customer needs. You will work directly with our team of Implementation Engineers, Technical Account Managers, and Support Engineers to support customers, expand product adoption, and grow usage. You and the Customer Success team are the voice of the customer that is responsible for collaborating with other departments (Sales, Product, Engineering, Marketing). This role is a player/coach role. In the early days, you will fully own accounts and get up to speed on Metriport's current processes - this will enable you to make the swiftest impact in the Head of Customer Success role. We expect the Head of Customer Success to quickly bring their knowledge and skills to bear on the team and existing processes. As the team grows, we expect to see the vast majority of this hire's time spent on unblocking customers and teammates, streamlining processes, and improving key metrics. You'll be responsible for: - 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. Requirements - Experience: 7+ years of experience with at least 5+ years of experience in Customer Success, Account Management, Solutions or Implementations - Role Relevancy: Previous Head of CS, Head of Account Management, Head of Implementations, etc. - Account Specific Experience: Experience managing both large enterprise accounts and larger volumes of mid-tier and startup accounts. - Company Specific Experience: 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. - Autonomy: Comfortable taking an ambiguous objective, breaking it down to ensure alignment, identifying the most efficient way to accomplish it, and executing. - Eng Experience: You were an engineer in a past life and still use your skills within non-engineering roles. - Location: Based in San Francisco (or willing to relocate) to work from our South Beach office. - The "Metriport" Mindset: Low ego, high ownership. You are someone who asks "Why can't this be done in 3 days?" instead of 3 weeks. Bonus Points: - Healthcare Domain: Experience within the healthcare space; specific experience in healthcare interoperability is a significant bonus. 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 (we work hard, but trust you to take time you need to be at your best)