Our client is a fast-growing healthcare AI startup seeking a Manager of Customer Success to lead and scale a team of CSMs while owning a small book of strategic accounts as a player-coach.
This is a builder role for a seasoned CS leader who can bring operational rigor, drive commercial expansion, and set the standard for executive presence across a high-performing team.
What You'll Do
Manage a team of 6–8 CSMs while carrying your own book of 3–5 strategic accounts
Own NRR targets and build the playbook for growing and expanding existing client accounts
Hire, coach, and develop CSMs — setting performance standards and owning team-level retention and growth
Build scalable CS systems, processes, and playbooks from scratch to support rapid growth
Partner with C-suite stakeholders and lead QBRs with healthcare organizations — up to 25% travel
Key Requirements
5–8 years in Customer Success, Account Management, or related roles in SaaS, AI-native software, or HealthTech
2+ years managing a customer-facing CS or AM team with retention and expansion accountability
Proven track record driving commercial outcomes — upsells, expansions, and NRR
Early-stage startup experience — has structured or built out a CS function from scratch
Full CS motion ownership — onboarding, adoption, renewal, and expansion
Executive presence — concise communicator, strong first impression, presents well
Healthcare or health systems experience a plus