Customer Success Leader – SaaS CRM for Healthcare Providers

As the Head of Client Success, you will be responsible for driving revenue growth, customer retention, and satisfaction by ensuring healthcare providers maximize the value of our SaaS CRM solution. You will build and lead a team of client success managers, develop strategic initiatives, and collaborate with cross-functional teams to enhance customer experience and business impact. This role reports directly to the President / CRO.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Flexible work environment (remote/hybrid options).
• Professional development and growth opportunities.
• Collaborative and mission-driven company culture.

• Develop and execute client success strategies focused on increasing revenue through upselling, cross-selling, and expansion opportunities.
• Meet targeted growth KPI’s across the current client base for new revenue generation.
• Lead, mentor, & build out a team of Client Success Managers to drive revenue growth and long-term customer relationships.
• Establish and maintain strong relationships with key stakeholders in healthcare organizations to uncover business opportunities and expansion potential.
• Identify revenue-driving opportunities by analyzing customer usage data, engagement trends, and business needs.
• Work closely with sales and marketing teams to create and implement customer growth initiatives.
• Design and implement scalable onboarding, training, and support processes that contribute to customer expansion and increased product adoption.
• Monitor key revenue and success metrics (e.g., customer lifetime value, expansion revenue, churn) and drive continuous improvements.
• Advocate for client needs internally, ensuring product enhancements align with revenue-generating opportunities.
• Lead business reviews and strategic planning sessions with enterprise clients to drive ROI and maximize revenue potential.

• Bachelor’s degree in Business, Healthcare Administration, or related field (Bachelors’s preferred).
• 5+ years of experience in client success, account management, or customer success in a SaaS or healthcare-related industry.
• Proven leadership experience in managing and growing customer success teams.
• Strong understanding of healthcare provider workflows, regulatory requirements, and CRM technology.
• Exceptional communication, problem-solving, and relationship-building skills.
• Data-driven mindset with experience in customer analytics, reporting, and performance optimization.
• Proficiency in CRM software, customer success platforms, and support tools.