Job Description Summary
Leads customer success strategy for a high-priority segment of the organization's client portfolio, owning complex accounts and serving as the senior expert on client engagement, retention, and growth. Develops program frameworks, escalation protocols, and account expansion strategies that improve outcomes across the portfolio. Acts as a cross-functional partner to clinical, product, and sales teams and elevates the capability of the broader customer success organization. The Customer Success Lead is a recognized subject-matter expert who operates with minimal supervision and is the primary point of accountability for an area of customer success. Decisions impact function-wide results. This job proactively addresses undefined problems, makes recommendations that influence functional strategy, and synthesizes input across multiple stakeholder groups.
How will you make an impact & Requirements
Key Responsibilities
• Own the customer success strategy and execution for the most complex and high-value client accounts in the portfolio.
• Design and implement customer success frameworks - including health scoring models, success plan templates, and escalation playbooks - for use across the team.
• Serve as the senior escalation point for critical account issues, driving resolution through cross-functional coordination and executive engagement.
• Identify and develop strategic growth opportunities within the portfolio, partnering with sales to shape account expansion plans.
• Advise on customer success technology and tooling decisions, ensuring the team has the infrastructure needed to manage and scale client relationships.
• Provide mentorship and guidance to customer success consultants and analysts, raising the quality and consistency of client engagement across the function.
• Synthesize portfolio-level performance data and client intelligence to surface insights that inform product priorities and program design.
Compensation Range:
$108,466.00
to
$162,698.00
The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.
