Head of Customer Success

Title: Head of Customer Success – SaaS Health

Location: Boston, MA Preferred (other options are NY, NY or Washington DC area)

Salary: $150-175K + Bonus + potential equity

No sponsorship

Must have SaaS, healthcare, data centric experience.

Job Description: Head of Customer Success

Position Summary

The Head of Customer Success is a strategic and operational leader responsible for driving customer retention, satisfaction, and long-term value. This role oversees all post-sales activities including customer onboarding, support, account management, renewals, and customer expansion. The SVP develops and executes a cohesive strategy that aligns customer success with the company’s growth objectives, particularly in value-based care models and CMS-aligned programs like Chronic Care Management (CCM), ACO REACH, and MIPS.

Key Responsibilities

– Define and lead the customer success vision aligned with corporate strategy.

– Oversee onboarding, implementation, training, support, and renewal processes.

– Lead and scale a high-performing team of customer success/account managers and support staff.

– Monitor customer health indicators and implement risk mitigation strategies.

– Act as a liaison between customers and internal departments.

– Build scalable playbooks and automated workflows.

– Provide executive-level reporting on key metrics such as churn, NPS, and upsell revenue.

Qualifications

– 15+ years of experience in customer-facing roles with 8+ years in executive leadership, preferably in healthcare IT or SaaS.

– Proven success leading customer success in a regulated, high-growth environment.

– Deep knowledge of CMS programs and EHR integration.

– Excellent communication, leadership, and cross-functional collaboration skills.

– Bachelor\’s degree in Healthcare Administration, Business, or a related field (Master’s preferred).

This position is based in the Boston, MA suburbs

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