About The RoleAs our platform expands, we are bringing on our first Customer Success senior leader to establish and shape the function that supports, protects, and grows our most vital customer relationships.
Reporting directly to the CEO, you will own the strategy and execution for retention and expansion across roughly two dozen key accounts, ranging from specialized local teams to statewide deployments serving thousands of users. You will lead a multidisciplinary group spanning Strategic Account Leads, Partner Success Managers, Technical Support, and Training.
What You'll Be Doing- Lead portfolio-wide strategy for Net Revenue Retention (NRR) and Gross Retention, establishing proactive account health metrics, CSAT/NPS benchmarks, and support SLA standards.
- Build and nurture executive relationships across our largest accounts alongside the CEO, serving as a trusted advisor to state agency directors and county leaders.
- Oversee the renewal calendar aligned with government fiscal and appropriation cycles, ensuring smooth transitions and long-term partnership sustainability.
- Establish a quarterly review cadence that helps public sector agencies demonstrate clear outcomes and return on investment to their stakeholders.
- Mentor, coach, and scale a high-performing team across strategic account management, technical support, and training functions.
- Standardize scalable playbooks for onboarding, joint business planning, feature adoption, and ongoing support tailored to distinct account tiers.
- Partner closely with Delivery on implementation handoffs and collaborate with Sales to identify sustainable growth opportunities grounded in customer value.
Required Skills- 12+ years in customer success, client services, or account management, including 8+ years directly leading and scaling teams.
- Background in a scaling B2B software environment (typically in the $20M-$100M ARR range).
- Experience working alongside government, healthcare, or other highly regulated public sector stakeholders.
- Demonstrated success owning retention and expansion targets alongside account health metrics.
- Ability to engage credibly with senior public sector executives, including county CIOs and state agency directors, navigating complex organizational structures and multi-stakeholder decisions.
- Enthusiasm for balancing high-level organizational strategy with hands-on building during this phase of growth.
Nice-to-Have Background- Familiarity with behavioral health, crisis services, EHRs, or public sector software platforms.
- Experience in software organizations where professional services form a meaningful part of the customer journey.
- General understanding of services delivery economics, such as utilization, resourcing, and project margin.
- Proven success aligning customer-facing operations during periods of organizational scale.
- Familiarity with commercial deal structures, pricing models, and renewal term strategies.
Why You'll Love Working with Us- Mission-driven teammates dedicated to improving lives by tearing down tech barriers.
- Diverse, inclusive culture where every voice is valued.
- Full medical, dental, vision, and life-insurance benefits.
- 401(k) with company match.
- Stock-option eligibility.
- Unlimited PTO and generous paid parental leave.
- Performance-based bonuses.
Compensation DisclosureThe anticipated base salary range for this position is $185,000 - $200,000 in the Los Angeles market. Actual offers depend on skills, experience, and location, and may include additional components such as performance bonuses, stock options, and benefits.
