Customer Success Lead

This role is ideal for an experienced customer success or account management professional who combines strategic thinking with strong operational execution and thrives in a fast-growing startup environment.

Key Responsibilities

* Own strategic and enterprise customer relationships, serving as the primary point of contact for key accounts.
* Manage a portfolio of clients, strengthen long-term partnerships, and identify upselling and cross-selling opportunities.
* Drive customer onboarding and implementation from initial scoping through go-live, ensuring successful launches.
* Resolve customer escalations, identify root causes, and coordinate solutions across internal teams.
* Build scalable customer success processes, onboarding workflows, playbooks, performance metrics, and reporting systems.
* Identify and address operational gaps while remaining hands-on with day-to-day execution when needed.
* Establish customer success performance measures, team incentives, and operating procedures.
* Use customer and operational data to identify risks, improve service delivery, and increase retention.
* Partner with company leadership to evolve the customer success strategy as products and sales processes expand.
* Collaborate with Customer Success, Support, Operations, and other cross-functional teams to improve customer outcomes.

Required Qualifications

* 7–10+ years of experience in Customer Success, Account Management, or a closely related client-facing role.
* Demonstrated ownership of strategic accounts or a book of business, including customer retention, relationship management, and account expansion.
* Experience leading customer onboarding or software implementation from requirements gathering through go-live.
* Proven ability to manage escalations, solve operational problems, and improve customer outcomes.
* Experience building scalable processes, workflows, playbooks, or performance measurement systems.
* Experience working in an early-stage or high-growth startup environment.
* Strong analytical skills, including the ability to use data to identify root causes and recommend improvements.
* Excellent communication, stakeholder management, and problem-solving skills.
* Ability to work independently, take initiative, and balance strategic planning with hands-on execution.
* University degree required.
* Ability to work remotely while maintaining preferred Eastern Time business hours.

Preferred Qualifications

* Experience in healthcare technology, healthcare compliance, or healthcare operations.
* Experience leading or developing a Customer Success team.
* Experience managing enterprise customers and complex client implementations.
* Familiarity with customer success metrics, renewal forecasting, account expansion, and operational reporting.
* Experience improving processes in a rapidly scaling organization with limited established systems.

Compensation and Benefits

* Base salary range of $120,000–$200,000 per year, depending on experience and qualifications.
* Target on-target earnings of $150,000–$250,000, including performance-based compensation.
* Competitive equity opportunity, subject to company terms.
* Remote work arrangement with flexibility for candidates across eligible locations.
* Opportunity to shape customer success strategy and build scalable operations at a growing healthcare technology company.

Equal Employment Opportunity

Premier Global Links LLC is an equal opportunity recruiting firm. Qualified applicants will be considered without regard to legally protected characteristics.