[Hiring] Head of Customer Success @Staritas

Role Description

The Head of Customer Success is responsible for leading the organization's customer success strategy, driving client satisfaction, retention, adoption, and growth across the client lifecycle. This role provides leadership for Customer Success, Implementation, and related client-facing functions, ensuring healthcare clients achieve measurable value from Staritas solutions. The Head of Customer Success partners closely with Sales, Product, Technology, Operations, and Executive Leadership to strengthen client relationships, improve client outcomes, and support organizational growth.

• Develop and execute the customer success strategy to drive client satisfaction, retention, adoption, and account growth.
• Lead, mentor, and develop Customer Success and Implementation team members.
• Establish and monitor key performance indicators (KPIs) related to client health, retention, adoption, and overall satisfaction.
• Build and maintain executive-level relationships with key clients and stakeholders.
• Oversee client onboarding, implementation, adoption, renewal, and escalation processes.
• Partner with Sales to support account retention, expansion opportunities, and strategic client initiatives.
• Collaborate with Product, Technology, and Operations teams to advocate for client needs and improve service delivery.
• Analyze customer success metrics and feedback to identify trends, risks, and opportunities for improvement.
• Develop scalable processes, tools, and best practices to support a growing client base.
• Lead resolution of high-priority client concerns and drive continuous improvement initiatives.
• Prepare and present customer success performance metrics and strategic recommendations to leadership.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Management, Communications, or a related field.
• Minimum of seven (7) years of progressive leadership in customer success, account management, client services, healthcare technology, or a related field.
• Demonstrated success leading customer-facing teams and driving client retention, satisfaction, and adoption initiatives.
• Proven ability to develop customer success strategies, performance metrics, and scalable operational processes.
• Strong background managing strategic client relationships and engaging executive-level stakeholders.
• Collaboration with cross-functional teams to achieve client and organizational objectives.
• Knowledge of healthcare provider environments, including hospitals, health systems, physician practices, and other care settings.
• Utilization of healthcare analytics, performance measures, and data-driven insights to improve client outcomes and operational effectiveness.

Requirements

• Background in healthcare technology, SaaS, revenue cycle management, population health, healthcare analytics, or related healthcare services.
• Familiarity with quality improvement, supply chain, clinical, operational, or financial analytics solutions.
• Leadership of implementation, onboarding, professional services, or customer-facing operations teams.
• Contributions to client retention, growth, and account expansion strategies.

Technical Skills

• Proficiency with CRM, customer success, and client relationship management platforms.
• Strong analytical skills with the ability to interpret customer success, adoption, retention, and healthcare performance metrics.
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, Outlook, and Teams.
• Familiarity with SaaS applications, healthcare technology platforms, and cloud-based solutions.
• Understanding of healthcare analytics, data visualization, and performance reporting.
• Knowledge of healthcare data privacy, security, and regulatory requirements, including HIPAA.

Travel Requirements

• Up to 10% travel based on business needs.
• Although this position is fully remote, employees may be required to attend in-person meetings, team gatherings, or organizational events several times per year. Advance notice will be provided, and attendance is expected.

Benefits

• Competitive salary and performance bonus program.
• Fully remote work environment.
• Comprehensive benefits package including 401k match.
• 19 days of PTO per year; 10 holidays per year.
• Opportunity to work in a mission-driven organization where your work directly shapes clarity, confidence, and better outcomes across healthcare.

Work Environment

This position operates primarily in a remote work environment and requires the ability to remain in a stationary position for extended periods while performing work at a desk or workstation. The employee must be able to operate standard office equipment, including a computer, keyboard, mouse, webcam, and telephone. The role also requires the ability to occasionally move throughout a workspace to access files, office equipment, and work-related materials. Effective communication, both written and verbal, is essential for interacting with employees, clients, and stakeholders.

Equal Opportunity / Affirmative Action Statement

Staritas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or veteran status. As a federal contractor, Staritas complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action. We are committed to creating a workplace that is fair, inclusive, and grounded in merit-based decision-making.

Accommodation Statement

If you need reasonable accommodation to apply for this position, please contact the recruiter.

Pay Transparency Statement

Staritas posts compensation ranges and benefits for all open roles. The base compensation range for this position is $100,000-$120,000 annually, plus a comprehensive benefits package. Compensation offered will depend on factors including experience, skills, geographic location, and internal equity. Staritas does not retaliate against employees or applicants for discussing compensation.

Benefits Statement

Staritas offers a comprehensive and competitive benefits package designed to support the health, wellbeing, and financial security of our employees. Benefits include medical, dental, and vision coverage; retirement savings plans with company contributions; paid time off and company holidays; paid parental and family leave; and access to employee assistance and wellness resources. Additional benefits include life and disability insurance, professional development opportunities, and flexible work arrangements.