[Hiring] Head of Customer Success @Medsender

Role Description

Medsender exists to take administrative work off the plate of healthcare providers so patients get the care they need faster. You will own customer success, implementation, and support, and you will carry gross and net retention as your number.

• Retention: Diagnose where churn concentrates and build the health scoring and account coverage model that surfaces risk early.
• Expansion: Protect the expansion motion and partner with sales on hand-offs for expansion deals.
• Time to value: Make implementation measurable and connect onboarding quality to first-year retention.
• Support that scales sub-linearly: Own responsiveness and quality, and build the deflection layer.
• The customer journey: Define the stages from contract to renewal and make the customer experience cohesive.
• The voice of the customer: Get what customers actually do into product on a predictable rhythm.
• The team: Inherit and assess a team to structure for growth.

Qualifications

• 7+ years in customer success or customer operations, including 3+ years managing across more than one function.
• Has owned a gross retention number and moved it.
• Has run or worked alongside implementation closely enough to know what a bad onboarding looks like six months later.
• Operates at SMB scale: a book of hundreds of accounts with small ACVs.
• Hands-on with CRM and customer data.
• A manager who develops people and makes hard calls about structure.
• Healthcare or health-tech strongly preferred: practice workflows, EHR integrations, HIPAA.

Requirements

• AI-enabled products and setting customer expectations around them.
• Support tooling and deflection at scale.
• Has carried an expansion quota or managed people who did.
• HubSpot experience.

Benefits

• Health, dental, and vision.
• Unlimited PTO, and people use it.
• Regular company offsites.